No clue what customer satisfaction is

Paid last year 4000 into obaro account to order grass seeds. After asking several times they admitted they forgot to order. Now try to get your money back! After sending repeatedly my proof of payments they now need me to fill in a money return form and then they come and say no no you must send us a bank letter. While on the proof of payment and I am sure on their bank statement they should be able to see where the money came from. So they do everything not to return your money. And then the tone of the person on the accounts department through the phone. They won’t see me again.