Poor communication skills & no professional ethics

I made my monthly payment and they allocated it to the wrong address .. thereafter they had told me to wait for them to close the service at the incorrect address and for them to allocate my payment to my account ... Thereafter they had told me that they can't allocated my payment to my account once the incorrect account has been closed and they have received my payment from that incorrect account but they can refund my money to make a payment again ... All this took exactly a month however they told me that I would have to wait 8-10 days for my refund ... They took my banking details etc. , Its been a month and a half and I still haven't received any my refund. They have been completely ignoring me and and basically taking me for a joke ... I have sent a formal complaint but still no response.