Worst customer experience

I have experienced the worst customer service ever from this people I'm have been waiting up until till today for a refund that had to happen last year already. Everytime the one agent says this then other one say something different. You cannot even contact them via a phone call because they never answer and their whatsapp service is even worst . This people makes empty promises to their clients and you can never speak to the manager . Whats worst you need to contact them all time to make a follow-ups regarding a matter and get the same story everytime . I want this matter to be dealt with a matter of urgency