Did not get my refund even after reapplying!

I app**** for my refund more than two months ago, after the first 31 days i queried for my refund and i was told to resend my documents which i did; now- another month plus has passed no feedback, no refund. The message i get here is that we have received your compliant and we have forwarded it to our accounts department that is all. Please can someone do something with these guys this is too much .... To make matters worse i asked then to use the same receipt for the correct VISA type they refused and asked me to pay for the new VISA and apply for a refund, which does not make any sense at that then, now i know that they do not want to pay any refunds at all.