Lack of customer service

Having ordered & bought an item online but then had a change of mind, I sent an email to cancel the order & for the refund to be issued. Response was as there are numerous emails received by them, they will respond within the next few days. I then decided to call & verbally cancel the order, i did this & was issued with a reference number - they asked for proof of payment, ID & bank account details so the refund can made - this was all sent to them. This was done early September. It is now October & I am still waiting for a call or email to say that me refund has been activated. There is a serious lack of customer service