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I had purchased 2 phones on my account the p smart 2021 and the nova 8i. The p smart took forever to be delivered so I requested that order to be canceled. I had spoken to Kaylin as I did not take delivery and he said that the refund would be done within 48 hours. This was 06/01/2022 On 10/01/2022 I still did not get the refund and tried to get a hold of Kaylin. He then called me on Tuesday 11/01/2022 saying that it will be processed. Thursday 13/01/2022 I again requested Kaylin or a senior manager to call me regarding this and no one called me. Friday 14/01/2022 I chatted to an agent and stressed that Kaylin needs to contact me urgently. Then he called me, saying that he didn't know that accounts dept did not process the refund etc. I did say that I will report this to the ombudsman as I do not have the phone and neither am I receiving my refund, so Huawei is actually *****ing my money as he did say that my refund would be in my account within 48 hours. Kaylin said that I could go do whatever I wanted to, and report it to whoever as he has alot of customers to deal with and he can't only deal with my issue. As a customer this is totally unacceptable. Due to the terrible service I received from Huawei I have requested him to initiate a return for the nova 8i as I would like to have nothing to do with Huawei again. This is the most terrible and disgusting service I have ever received from any company.