extremely bad employees and service

I’m extremely disappointed with the service I’ve received. Despite being told I would receive my deposit within 21 working days, I’ve yet to receive anything. I’ve been following up daily, and each time I’m told to speak to Promise, who handles refunds. Unfortunately, she hasn’t been helpful and keeps saying she’ll get back to me but never does. The lack of communication and accountability is unacceptable, and I urgently need my money refunded.