Bad treatment

I have sent my cancellation letter to ********** on the 12th January 2018 and to this day i haven't received any communication from them, I called several times and no one is willing to tell me the update on my cancellation. Today i was told that its still pending and tomorrow i will receive an email that its cancelled the 14 more days before refund its paid while the form says 'payment will be made within 21 working days '