Poor service and communication for customer service representative

Have yet to get my refund from a ********** sale that proof was gonna even to show that he was indeed not selling as per adverti*****t or sale agreement of specified software and I feel the person just doesn't reply I have yet to get the refund sent the details as requested for a refund and nothing no update nothing ,asked other people but still haven't gottent a reply from him or update what happened to this Money-back guarantee you openly advertise on your site