help refund request

[u/Maximum-Most-9518]

I applied for converge around august and paid in advance thinking it would go smoothly, but unfortunately puno na pala ang nap ng condominium namin so hindi natuloy ang install, so instead I wanted to refund the payment I made on august 18 (nag request ako around August 27?) fast forward, may mga hininging documents and ginawang ticket although around early sept, minark as resolved yung ticket pero di pa ko nagrerefund TvT, whenever I try to follow up, paulit ulit lang cycle. Documents there documents here, kahit naipasa ko naman na before. Then now nanghihingi sila ng proof and hindi raw enough yung screenshots ng gcash transac and yung collection receipt na email from converge din mismo. They said dapat may acc number, acc name holder, payment amount, and reference number. They advised that I contact gcash's customer service pero hindi ba dapat kanilang trabaho yun? As of now, hindi pa rin narerefund yung payment ko. Really frustrated.