Complaints

Does anyone know how to make a complaint officially to AVG? I have been trying to get a refund since December 16th and when I spoke to AVG support on the 26th of December I was told it was issued. Now when I have contacted to check the status of the refund I am told that it was blocked by PayPal however even after providing proof from PayPal that it was not blocked and AVG have not even attempted to issue it I am told that I have to wait up to a week for a escalation team to help me have it issued. The service was stopped the same day I first requested the refund on the 16th, yet it is appropriate to hold on to the money for the best apart of a month before processing the request? If I were never mislead into thinking that the refund was issued I could have taken appropriate actions sooner to avoid such a long wait for the payment to be returned. I asked to make a complaint via customer service and was told they would note it on my escalation information for that team, but with the way that customer service has mislead me before this I am dubious any complaints would be raised.