Regus review: Refund of retainer

The initial reason for the lack of return of our retainer was that they paid the retainer to our bank account that had since been closed (an error on our part) However once providing the correct bank details there has been back and forth, saying it will be refunded but has not materialized to date. Everytime I try to respond to an email from the accounts department the email bounces back as "Unfortunately, we have not been able to find an open query related to your email address or account number. Please contact us via the Help section of your online account" Then when I try to contact the accounts department from the online platform it goes to the "centre team" who say they do not have access to any banking, as this information is confidential and managed solely by the accounts department. So one cannot contact the accounts team directly which is extremely frustrating and unprofessional. I'm beginning to think this is done on purpose so as to avoid refunding our retainer. This company is mistaken if they think they will get away with it!