BEGGING FOR MY REFUND

********** service I placed an order online on the for a phone on the 28th.November. Delivery was supposed to be the 31st November. The courier never called on both numbers provided. I escalated and was given ref ***. Upon following up numerous times and my calls being dropped by Theresa and Nkosana, my request was eventually escalated and I advised Adillafrom the complaints department I no longer want the phone (6th November) and she advised she will log a return and refunds department will contact me, of course that has not happened. I check on the system and the phone is with courier again. TO say you are *********** is an understatement. No one seems to be able to tell me where the process is and when my refund will be processed.