Game order canceled but not refunded

I'm dissapointed with my online purchase dated 26 April 2020. I had ordered from Game an ASN Hotbelt online and was informed that after 4May my order will be delivered which it was not. I then received an email from an official from Game by the name of Merle, who indicated he'd escalate the matter but never bothered to copy me in his email to whoever it is that he escalated the matter to. I have timeously emailed Merle following up on my order cancelation and refund and no response has been given to date. We as consumers are trying to support these stores yet the service is appalling. As much as I empathize with the pandemic causing various delays, an update to a query via email would have sufficed. All I want is my refund asap and will no longer be your customer.