WORST SERVICE EVER!!!

WORST SERVICE EVER! Been 2 months since submitting refund form and POP for a parcel that never arrived. Whenever I speak with a call centre agent, they keep on "escalating". After calling near to 10 times, I get hanged up on. I was told it takes 7 - 10 working days for a refund, it has been 2 months - nobody can assist. They don't respond on mails - and also can't put you through to a manager. The whatsapps doesn't even get responses.