Payment not refunded and customer service is hopeless and robot like!

Hello

I am a VIP member as they say but they treat me like a regular customer, my account number is 482090

there are reasons,why this broker doesnt provide phone support, why they dont have points of escalation, they are a cheat broker, i have been with them for more that 3 years and yet they are unsupported.
the customer support of this broker is extremely hopeless, I have a case ongoing since 13th august where i made the below 2 withdrawals

24796584 482090 $ -201.50 2018-08-14 13:08:30

24681676 482090 $ -201.14 2018-08-13 17:59:01

one transaction was credited, the other was.

RRN 000033653449 was credited in my bank & RRN 822507578888 is still not credited!

The confirmation they were providing me with is for the one that has already been credited, I have no issues with that transaction, My concern is the second transaction that hasnt been done. My request is very clear Provide me with the payment confirmation from your payment provider for RRN 822507578888

They provided me repeatedly with a transaction proof from the card payment processor which has already been done, I didnt need it, I needed it for RRN 822507578888 since the card processor wasnt giving ARN numbers.

They told me to wait 45 days. I waited and then i sent them the bank statement where only 1 refund is processed from 13th august till 28th September. i sent this to them they acknowledged and now they are saying the payment is already done, please check with the bank.. i have already checked with he bank they sent an email confirmation that they cant track the second RRN

im tired of repeating myself to the customer service asked for a supervisor, they arent transferring, the names of the people i dealt with are Susan, Johana and eve actually unable to understand and just keep stretching the situation

I am sure that they have messed up somewhere with one payment, its not about USD 200

i have deposited more than 9000 USD just this year alone.

I am still waiting for the refund of this order been more than 50 days

The Financial department will contact Cardpay regarding your transaction #17572911 / 24681676.
Once the confirmation has been provided we will send it to you by e-mail.

this is what they say on oct 3rd

Please be kindly informed that we have contacted with the mediator payment system (Cardpay) in order to double check the status of your payment.

I would like to also clarify that we are talking about transaction #24681676 for the amount of -201.14 $ (which can not be found in your banking statement.

then they send me the same confirmation they sent me on sept 19th on OCT 4th

Payment order ID: 246135611
Refund order ID: 246151251
Authorization code: 767535
RRN number: 822507578888
Card number: 464452...0384
Cardholder's name: *
Refund date: 08.13.2018
Refund amount: 200 USD

this is just going in circle and over again. with the hopeless customer service repeating themselves like robots not understanding the situation.

RRN 822507578888 is still not credited! to my account