Refund not issued after 2 years

I am owed a refund of 399 and it has been 2 years waititng on this refund. I was using them and was told that I will be changing nextwork prividers after i had paid my monthly installment. Was told i will get the refund back however i got an email saying i am owing them. Lol. The last person i spoke to said the refund will take 7 working days it 2 years down the line and we still waiting on a refund