NO feedback after promised period

I bought a Groupon last week and it was an unwanted gift, so I phoned the call centre to find out the process of the refund. They were offline, but told me to pop a mail to the support inbox. I did that on Thursday. I have had no call backs or confirmation that the refund has been done. Over the weekend they had the gall to send me a mail asking if I was happy with the way my query was handled. I HAVE YET TO SPEAK TO SOMEONE. NO ONE GETS BACK TO YOU. I just got off the line, holding on because I started as caller number 17.When it finally came to me, the phone was hung up in my ear. No ****ing wonder they go so fast through the line for people waiting because they just drop the call when it's your turn. <br> I want to know where is my refund, has it been processed because the time period is running out.