Refund requested in February - Still not paid out nor any correspondence!

I requested a refund on the 12th of February 2020 at 11:47. I have sent numerous emails to ***; *** and *** and there is absolutely no response. They just completely ignore you. I phoned them and they told me I need to send an email to *** to log a ticket. Which I did but how must I get my money back if they don't reply. I have asked for a managers details numerous times but to no surprise, obviously no response. Is the next step legal action?