Loans direct

Hi I requested a refund over a week ago and was told it would be in my bank account within 7 working days.Its been more than 7 working days and still no refund,when I try to call loans direct it's now an automated service ( but when I rang for my refund I was put on hold and eventually a customer service agent answered )Now I find this very strange how one week I can talk to a customer agent but the next week it's all automated and telling me to log in to loans direct with my membership details which has been cancelled so I can't even log in.Ive sent them emails about my refund but heard nothing back,what do I do it feels like I've been conned

Loans direct