Order #6069

On the 29th of May my cousin placed an online order#6069, however the order never made it to her as you were having problems with your courier services, we were then told by a consultant that a refund would be processed to her in 5 days and should reflect 1st week of June, the refund was never done and when we queried that we were told that only the CE0 does refunds and he is currently on leave and we have to wait for him to return, how it that a fair business practice? The matter was referred to the consumer ombudsman (***) on the 30th of June the ombudsman was told that the refund was processed, it is now the 14th of June and I have never received it - every time we make calls to the call centre, they either hang up, place us on hold or laugh. How can it take almost 2 months for a refund? when we were never at fault for the item not having been delivered to us? if the CE0 were to be on leave for 5 months that means refunds would never be done?