Horrible service and communication

My laptop was ****** in a ******* when it went in for repairs. I purchased it at Hi-Fi corp I was told that they will reimburse me I sent banking details to hi-fi corp 2 and they haven’t sorted the issue out. I sent an email asking what the ETA is, so I know when to follow up, they ignored my email. I dont have a laptop nor do I have my refund. When you call they say the escalated the matter verbally. *** *** *** ***