No response for refund.

I made a payment online for a shipping that was shutout and I tried to get ahold of them which took me hours as the WhatsApp number they provided was not responding. I then finally got through and spoke to a lady that said I should email them my bank statement and my refund will be processed. But sadly up until now I have never received a response both on WhatsApp and email. I can’t even get ahold of them on the phone anymore. All of this was done from 25 September 2021 till todate. I would appreciate your assistance with regards to this Matter.