Problem getting my Hajj refund from Nusuk - need advice

As-salamu alaykum, I want to share a frustrating experience I’ve had with Nusuk and ask for help. I’ll keep it short. Last Ramadan my mother was able to perform Hajj through Nusuk, alhamdulillah. For that trip we topped up the eWallet with bank cards because bank transfers were taking too long and the packages were opening the day before. In the rush we paid by card, and then the bank transfer arrived later, so there was double the amount in the Nusuk account. After buying the package I asked for a refund and gave my bank details, not my mother’s who had made the transfer. That’s where the trouble began. One month after requesting the refund I checked their site and it still said processing. I called and was told to be patient. After two months still nothing. I called again and emailed support many times. Finally they said the bank details were wrong and they needed my mother’s details. I sent her documents with the correct bank info, but they said they couldn’t fix it until they “rejected” the initial refund request. Fine - reject it - but they kept making me wait. This went on for over seven months. Then I lost access to my account because the email they set up stopped working. I went back to the agency that helped with the Hajj and the man there told me to email Nusuk support to change the account email. I did and they asked for many documents, then told me they still couldn’t change the email. I’m furious. How can I get my money back if I can’t access the account and support says they can’t fix it? I’ve been chasing this for almost a year and it’s draining me. Is there anyone who has dealt with a similar refund problem and managed to get their money back? Any practical steps I can take - legal options, regulatory complaints, or specific documents that force them to act - would be appreciated. Jazakum Allahu khayr for any guidance or dua. May Allah reward you.