Ability Assist Refund Nightmare!

I ordered and paid for a Bed Backrest NAPPI from Ability assist about a week ago. It was initially for delivery but the patient I was buying it for, got discharged earlier than expected and I called to ask them to change my order from delivery to collection, which they did. Unfortunately the patient passed on before I could collect it meaning I would no longer be needing it. I then called to let them know I will no longer be collecting the item and requested a refund.

I have since been calling Ability Assist for the past 3 days requesting a refund for an item sitting at their warehouse that I no longer require and every day I get told the same excuse... "We will escalate it to management." What is there to escalate? The item did not even leave your warehouse. Your urgent assistance in this matter will be appreciated.