Bad service!!!

I had a simple query to resolve, I accidentally ordered 2 xbox 1 controllers instead of 1 online, I then logged a query asking them just to remove 1 controller from my order and refund the difference on Monday the 29 th of April, I was told by the consultant that I would be contacted within 24 hours....it never happened. The order is supposed to take between 2 and 5 days, but there is nog progress what so ever. I then followed up on Thursday the 2nd of May and my query was escallated as a complaint, to which they told me again I would recieve feedback within 24 hours. 24 hours passed and still no answer from them, I then followed up again and the consultant told me they would escalate it again. This is unacceptable and really poor service! It is day 4 now and I have no answer still!!