Poor Service

I logged a query on the 28th of November and when I followed up yesterday I was told to call today being the 10th of December, after speaking to a consultant I then requested to speak to a manager, I was placed on hold for long then told a manager is not available. I requested to be called back but no one bothered to call me back. I then decided to call back since I desperately needed my refund. But was told that the are no TMs or managers available and they might have gone home already including Sonia whom I was expecting a call from. I'm sitting here asking my self why am I getting such treatment while my account is way in advance. What kind of customer service is this