I am entitled to refund on my account and so far it has taken 3 weeks, 7 calls and 9 hours on the phone to get to the point of still not having my refund raised. I keep being told that the refund has been processed and that it will be with me within 3-5 days. Day 6 I am ringing to say its not there, to then be told it has been processed but needs a manager to sign it off. It will be done within 24 hours. Three days later, still no manager sign off. I insist on talking to the manager but I can't as they are in a meeting. They manager will process the refund and email me to confirm within 24 hours. Still no email of confirmation three days later. I ring twice to speak to a manager but they are in meetings on both occasions. Then I decide enough is enough and I wish to raise a complaint. I am told a manager will ring to go through the complaint. I admit, I miss the first call but the inaudible voicemail is useless. I ring the complaints team to be told someone will ring by 1630. At 1640 I am ringing again, this time I am told nobody will speak to me today as they close at 1700 so will need to wait another day. I am still nowhere near getting my refund which in the current climate we all need every penny we can.