I want my refund

I'm still waiting for a refund of January on a service that was not delivered. I could get hold of their agents when arranging payment that's when they are hungry for sales as soon as the payment was done none of them returned my text on Whatsapp or pick up my call when I was reporting the connection error. Vuma I want my refund. How long does it take to process a refund really now!! We in June now and the request was done in January