Refund

I ordered a Wi-Fi and I was asked to send an upfront payment, I did after that they told me that Vuma is not found in my location. Ok, then I requested for a refund they said I should proof of payment and of a account I did..now it’s 3 weeks going to four weeks i am still waiting for my money, I ask them again today they say I should ey so many documents so I don’t know, for how long must I wait as I want my money