Refund not happening with no feedback??

I was due a refund when I settled and closed my account, I have confirmed the refund needs to come from Game (and not consumer friend) Documents were requested from me on the 5th of Nov, I rep**** the same day and the refund will take 21 working days to process, It has now been 25 working days, and three calls later and I still don't have my money, every time I call they will escalate it and I must wait for feedback, and also no feedback is provided!!!