They wont give my money back

I placed orders 15/12/2014, I paid for the orders, I received an sms on the 18/12/2014 that a delivery within 2 to 3days. My customers patiently waited for the delivery, On the 12/01/2015 I called the cust.service to enquire, only to find there was no delivery<br> No body tried to contact me regarding their issues they waited for me to call them, I requested they refund the money as my customers paid for their products wanted their money back I was told the money I will get on the 16th, I called again I was to I need to send through proof that I paid for the money I sent them the mail, the 16th,19th I called on the they said no mail received I re-sent the mail, the nxt day I got response a signed letter is needed for refund, I sent it, the next day proof of banking they want, I sent it. I clld on the 21th to confirm mail the agent said no, I requested the manager who took my numbers said shed look for my mails, she never got back to me, I clld bck 5 hrs later they got the documents and have sent them to their accounts to do refund, it is the 06/02/2014 I still dnt have my money. This is ******* that I have to wait so long for my damn money I want it now. This is bull ****