Game online taking money without delivering goods or refund

I ordered and paid for a fridge on the Game online site on 30 June 2023. Eventhough the policy is that delivery would take place between 2 and 5 workdays, nothing was delivered at all. A few follow-ups were made with the agents after that week. Apparently the couriers never did a pickup for the fridge. On Thursday, 13 July 2023 I phoned to cancel the order, the agent informed me that we will receive a call in 2 hours time, no call was received. I phoned the next day and was informed that the refund-matter will be escalated and will take 2 days. The 17th of July I phoned the Customer Services again and was informed that it will be escalated to Finance and will take approximately 3 - 5 days. When I phoned on 21st July to find out the progress on the refund, I was informed that it first needs to be confirmed if the fridge is still at the store. I've send emails to their websupport as well as their service email addresses wthout receiving any responses. Sunday we've received an email thanking us for making a purchase. It seems as if nobody can assist me with my refund eventhough we have not received anything.