I paid for my account on the 11th of May and was promised reconnection in 48 hours but till today I'm still not connected

I paid for my account on the 11th of May and was promised reconnection in 48 hours but till today I'm still not connected. I have asked for the order to be canceled and be refunded the money I paid but that is not attended, now I received an email that my issue is resolved?? How?? Where?? Because I'm still not connected and also have not received my money back.