Horrific service and experience from BA!!!

Horrific service and experience from BA!!! I booked a ticket to the USA which BA cancelled due to covid. BA then issued a voucher to use which was extended every few months. About a year later I received an email from BA offering a refund on the voucher as an option and I took them up on, filled out the relevant paperwork and received an email back from BA to say that the refund had been accepted with a voucher refund number. I even followed up less than a year after the refund was accepted and was told I will get paid, I'm on the list but it will take time and be patient. So I remained patient, was never paid and now the voucher has expired. Any attempts at trying to ascertain when I will receive the refund or why I haven't received the refund have been futile. All you can do is phone their call Centre (must have phoned them 10 times to follow up and I always get the same response," we will escalate it and someone from BA will get in touch in 7 business days".) No-one ever reached out or tried getting back in touch. Then you'd phone again and the same response and repeat.... Out of desperation I tried following up on X, same story a few agents responded, asked for screen shots of the correspondence with BA on the refund and once I'd sent them the screenshots never heard back, followed up, and no response yet again! How does an airline like British Airways operate like this, its absolutely appalling!!! The long and short of it is, had I never been offered the refund I would have used my ticket voucher but they offered the refund and I didn't use it consequently. Don't offer a client a refund when they clearly had no intention to pay out! As a last minute plan, I thought Id try to a quick trip to London in September 2025 just to use the voucher as I could see I wasn't getting any assistance from them re the refund but my Mum had a stroke whilst visiting me and I then couldn't travel. I surely can't be the only person to have experienced this with BA? If anyone knows of an airline Ombudsman, I'd be most grateful and see if I go that route? I will never book on British Airways again. Appalling service and ********* conduct!!