Requesting for a refund and I was informed last No...

Requesting for a refund and I was informed last November that the process was approved and would take 6 weeks, when I followed up after waiting for 6 weeks, they told me that I need to submit documents and have to go to my bank to get a letter from them. If this was their procedure, why would they not inform the student in the first place? I sent them an email asking the reason why I wasn t informed and it s been a week since, I haven t gotten any response from them. The communication is just so bad. They just take your money but when you have valid reasons for withdrawing your application you would go through hoops just to get your money back.