Unhappy with the service

I bought a tv on the 15th Decemeber 2022 online I was advised I'll get my tv delivered to me on the 22 December.i made follow up and I was advised to send My ID copy I did that.to date I haven't received any update.i called today to make follow up and agent called Mirriam was assisting me.she is so *********** and doesn't know what she is doing.She advised me that she doesn't know why my order was escalated to the warehouse.she get putting the call on hold and I advised I wanted a refund since I'm not assisted.she advised me my money will be refunded into my account.they do not have my banking details.im not happy with the service I have received with game.and I was looking forward to getting my TV.can I get assistance