Game order not delivered after 30 days of being ordered

Order nr ***-Order was placed on 27/11/2020. Received an email on 2/12/2020 that order was delivered. Emailed back did not received order. Received email same day stating email from Game was send by mistake. I followed up on 16/12/2020 on status of my delivery and again on the 18th,22nd, 28th. I followed up via email and phone calls on these dates. I phoned game customer care nr ***. I requested a refund and to date have not receive my refund and Game’s customer care agents tells me they are looking into the matter and will get back to me which they don’t. Games T&C’s states that they will deliver whithin 10-14 days. We are way passed this with this order. Very disappointing experience with Game.