Refund still not paid back

In March on the 28th I made a payment for an order I had placed, the order was cancelled and I never got the refund since iI didn't get my order. From March until now I am struggling to get my refund, I have sent emails, I have called but I am just not getting any assistance. A week ago I called again and was promised that my matter would be escalated, until now nothing has been done just like all the other months I have been emailing and calling for my refund. I dont know if my English is not clear enough or you guys kust refuse to give my money bac, I must say that I am beyond disappointed by your service, I am just annoyed.