CNA Online Order was missing an item - Issue not resolved / No Feedback

CNA online order was delivered 19 September 2018. I opened the Dawn Wing parcel and found that one of the items (an Xbox One game) wasn't in the courier bag.

Whoever picked my order forgot to include a copy of the game: The Witcher 3: Wild Hunt (Xbox One) SKU ********** 3.

I logged the issue with CNA Online Support and from here it's a back and forth of them promising to investigate and getting back to me. I follow up each time and I get an apology and reference number, with the issue not being concluded. I then asked for a refund - no response received.

Order Number: # ********** 81

Reference: ********** 2298/GO