Game stores are pathetic in terms customer services

It's so unbelievable. I bought a online at game and on my profile it has been updated to the order has been cancelled. Two months later I am yet to receive a refund from game. I have been to their physical stores but I am told the online platform is a separate store on its own. So how the hell am I supposed to get the money back because every time I call, I am told I will called by the refund team. The serves is very pathetic from game and they should close that online platform, because the customer service is 0. Pathetic Game Stores, pathetic