Refund

I called Discovery two weeks ago requesting a refund and I was told it would be effected in 5 days. I also requested that they send me an email stating how much my Refund is and when I will get it reference number ***. I called them today and I have still not received the email and the refund. The agent I spoke to today said that the refund has been cancelled and she does not know why. I do not understand why I was not informed about this. Discovery your service is appalling to say the least I'm so disgusted