Refund my money as promised

I have requested a refund on a tombstone i paid for that we no longer require. The tombstone was never made or installed. i have supp**** them with the bank statement showing the payment and was promised the payment would be made on 07th of February. i have called numerous times and left many messages following up on the refund, i have emailed and no response. please can i have my money back! i paid R13200 for the tombstone - i need my money back please!