Terrible service from finance department and unhelpful agents

Their finance department service is terrible and their agents are inexperienced. I have been requesting a refund for over 2 months. Each time I have to deal with a new agent via WhatsApp and explain the same situation everytime to a different person and all I get is it has been escalated. They don't have a direct contact number where you can speak to the finance department directly only to agents who are very unhelpful. They never give feedback or call the customer. Their whole setup is not convenient at all.