Damaged School Bag

I sent complaint to Walton's in November 2022. On the 8th of January 2023, I received an email requesting my banking details which I sent the next day. On the 13th January, I received a called after I had call twice to get assistance on the matter and the guy that called wanted to arrange for the pick of the bag, because I’m working and had to arrange for someone to be home, I then requested him to send me in writing the date when the bag will be collected and when the refund will be paid, again he disappeared until to date I have not received any correspondence from your offices. Please take note that I’m extremely disappoint that the only time you guys response to any queries is when one goes on Facebook and complain and so that all client would see how bad is the service that I have received. All I need from your store is for my money to paid back and come and collect your bag is that too much to ask?