Horrible Customer Service

This agency is *****ing people's money , about 7 months ago I attempted to make a payment for my visa application which went through from my bank side but was said to be unsuccessful on the payment portal and they said the money will be sent back to the account, since then I have been waiting for my money to come bank , I tried sending *** no one responds when you call the help center they tell you that they don't t handle refunds you supposed to send an *** but still no one response to the *** ,