World Remit should accept that they do not give refunds

Went through all the hoops to be a registered client and was eventually approved. Was patient because their rates are arguably among the best offered for diaspora remittances. Was also offered 3 transactions free which they held up. All went well until I needed a refund for a transaction they refused to honour because they equate transactions done through ATMs to Over The Counter transactions. I have been trying for over 3 months to get back money they acknowledged receipt of. Each time I am referred to a new "Manager" who asks me to resubmit documents I have already submitted. 80% of the communications are done via Bots. When you do get a human assistant their update of the case is always at variance with updates to date. They quickly get defensive and start stonewalling - apparent evidence of drilling. I have now convinced myself that the company has a refund policy on paper only but will use every trick in the book to wear your persistence down.