Invio Document Preparation Services Entitled to a refund and this company would not give me back my money.

I've taken out a student loan in 2008. I am currently a city employee. I am a single mother with two daughters and the struggle is real. I had to defer my loans until I was able to make some sort of monthly payments. I was enrolled in the IBR program and others. I then stumbled upon the forgiveness program after 10 years. Not knowing that the Government could of assisted me for free, I saw this ad from Invio Document Preparation Services LLC; saying that they would help me get my paperwork together from DOE and help prepare everything to enroll in this brilliant program. This happened earlier this year 2017. I gave them over $1,000 in payment. I had to keep calling back over the months to find out the status of my application and any updates. Not once did a worker from Invio call me to let me know what was the next step, but they took my money for sure. I contacted the Direct Loans department and at the time I was dealing with Nelnet.

They informed me that this 3rd party that I have "so called" doing the paperwork for me, hasn't done anything and that they never received the paperwork from Invio Doc preparation. They also informed me that they could have set up my documents for the forgiveness program or FREE with the DOE. I was so upset to know that this company, Invio, had all my money and never assisted me. I asked to speak to a supervisor, they said they were going to give me back half of my money within 3-5 business days, I agreed. Seven business days passed and nothing. So I called back, more upset, they agreed to give me a full refund and I should expect it in 7 business day. YEAH RIGHT. I called back a week later, no one followed up with me to inform of what was going on

. They tell me that they're still waiting to hear back from their Payment service department and it takes 3-4 weeks before I get my refund check in the mail. By now I am furious, asked to speak to another supervisor, they keep telling me the same thing. "They've done all they can do and they have attempted to email them and reach out to them, but they have to wait on their payment service department to get back to them. There's nothing they can do." I asked to speak to the Headquarters of the company or the supervisor's supervisor, asked who she reports to, she claimed the CEO of the company, but he doesn't take calls from clients. I told them, I need my money. Thy promised to provide a service, that they never fulfilled. They took my money and I had to do the paperwork and everything on my own. Now they're telling to wait a couple more weeks and that's all they can do. I told them that I will sue them and this is the worst customer service in the world. Please help me get my money back.