Query keeps on getting closed without resolution

I received an item that does not charge. <br> I mailed to ask for an exchange and I was advised there was no stock but they could give me a refund.<br> A couple of months later I contacted them to see if a refund is still valid. I received an automatic reply saying they will revert shortly. Then 2 days later I get s mail saying my query is closed. I called and was advised a query will be opened and a ref no. will be mailed. <br> I then get another mail saying this query had been closed. I now call again to get a voice recording to please call back in 2hrs. When all I wld like to know is can I still get a refund?