Refund

I bought an air fryer online on the 24th November and same day I requested a refund due to personal reasons. The consultant said I will be contacted on Monday and I will receive my refund on that day. To my surprise, I received a call from the courier saying he has my package and I did not take it because I requested a refund. I’ve been calling game customer service every single day and I’m being told a different story everyday! I called again today and the consultant who spoke to me says that my request hasn’t been escalated to the finance department. This is totally unacceptable.