Pathetic Service as usual!

I had escaled a deduction that was on my account and not supposed to occur on the 12 of October everytime I call for my refund im told that it will be processed and I will be contacted I was polite and civil but that never seems to be the answer we have to beg and jump through hoops for decent customer service I spoke to a supervisor who provided me with his work number and assured me he will get back to me to no surprise no one called me back what does it take for your team to be transparent and honest with people instead of beating around the bush a month later and I have been calling and im still waiting for my query to be completed please assist!!!! I received only automated emails saying I will be contacted invite in 48 hours its long passed 48 hours and 20 days later!