Bad customer service

I have been trying to find out what holding my account on the "open" status as it accrues interest while my car was auctioned on the 15th of June. Last week Wednesday I spoke to Juanita Prince who informed me that via telephone that they waiting cost incurred in their store and will call me back as soon as she received that info. She did call me back on that same day and she informed me that there is a refund due to me she just need to complete some calculation and I must submit proof of address, certified ID copy and proof of Banking which I did submit the next day but up to today I did not receive any further feedback or acknowledgement of the documents. I tried to call in twice but unfortunately ran out of airtime while holding on the line.