Bad response

My son bought a car & traded in his car, on top of top that he was supposed to get a refund. It's almost 3 weeks for him waiting. Every week there's an excuse up until we decided to go to Hyundai personally. Sales manager confirmed that he authorised refund paperwork on Monday to initiate the refund. Even asked my husband to write a complaint email which he didn't respond to. Today we've calling & we battling to get hold of the him. I managed to get hold of the sales person who doesn't show any interest if this refund happens. This is really frustrating my son who cannot even got the dealership because of his type of work. Why are they torturing us like these with their empty promises? Can someone just give us an honest answer of what's happening with this refund.