Very bad customer service

I have a very bad experience with Eagle Liner I canceled my ticket on the 18 of December because i couldn't be able to travel as my baby got sick on the day, so i canceled the tickets and all the documents they requested so they can refund me i was then told that the ticket was successfully canceled on the 4th of January and i should get my fun on the 4th of February, till today i haven't received the refunds they keep telling to wait but the 4th of February has passed i dont know why they play with people like that