Terrible service when it comes to requesting a Refund.

I have requested a refund for my ticket on the 16th of October and have not gotten a response as yet. I have not received an emailing confirming they have received my refund letter. When I call them, all they can say is it takes 7 to 21 working days. Today is day 18 with no confirmation that they have received my request and if they are processing it. I have this feeling that they will come back to me on day 21 and tell me something is outstanding. Why do I need to fight for my own money? It is not like a cancelled 24 hours before my ticket date. I just want my money back that's all and the lack of communication from these people is pathetic.