How long does it take to get feedback & refund from Game??

How long does it take to get feedback from Game Call centre regarding a refund update? I ordered online on the 18/10/2023, I called on the 19/10/2023 to cancel an item on the order. I was then told I cannot cancel one item, I should cancel the whole order and I put in a request for that. Which I was then told, that the order is already with the courier, I should wait for the courier to deliver then reject the order on arrival. I did that on Friday 20/10/2023. I then received an email stating that I should reply with cancellation notes which I did on Friday still. Since then I have received no feedback. I called yesterday following up on my refund, no one could tell me what is causing the delay. I am just being told the matter is being escalated. I do not understand why this is dragging???