Refund still not processed logged 13 December 2024

Logged a refund on 13 December 2024 and *** confirmed that it was logged and would take 7-14 days to process and reflect in my account. It is day 23 and still no refund. I have made multiple follow ups and there is no feedback. I have followed your procedure and waited for the turn around d you have provided however still do not have the funds in my account.