Annoyed business owner business owner

I submitted our return 10th July, tracker says sent for further checks 11th July, expected payment date 9th August, still nothing....Speak to online chat and all they can say is they will be in touch if they need further information, but nothing, no letter no email, no phone call. There is also no phone number that you can ring to chase up yourself, they just give you the general enquiry number and tell you the same information. This is really bad service for small businesses who rely on there VAT refunds