Not getting my refund for online purchase

Less than 1 actually...Not receiving my refund for online purchase of wrong goods, which was not even delivered at all. Game took like a month to realise that the goods were missing from the courier to their store without it even being delivered to my door. Then asked for proof of bank details, surely 10 times already. I phoned the day of online purchase that the wrong item was ordered, the call centre said that I just need to tell the courier that I will not accept the goods and have spoken to call centre. They called me not even having delivered yet and I said to return. Now I am waiting since13 June 2022 now 3 Aug and no refund. Call Centre only says the call has been escalated, Managers are not calling me on messages left, the admin manager does not want to call me back...emails, proof of bank account, bank statement, even photo of my bank card- to no avail...with so may negative reviews- what is the chance that they will even see this complaint?