Pathetic refund process but quick to charge cancelation fee

I submitted all cancelation documents on the 11 Nov 2024 and there was no acknowledgment of receipt. I sent a follow up email on Tue, 17th Dec and still no acknowledgement of receipt. I called the contact center earlier and the consultant checked and said there is no record from the refund department on the refund status. He tried to transfer me to them but there is a voice recording saying that the voice message recording has been disabled and the call got cut. I mean it's way more than 21days turnaround time and just don't get it.

Can someone please