Order delaying to be cancelled

I mistakenly chose a wrong pickup point for my order when i was placing an order but called immediately after i realised my mistake which was after about 5 minutes. The consultant said they will be able to change the pickup point. A day later, I received an email saying order ready for collection at the wrong pickup point, i called again and they now said they can’t change the pickup point, i then requested for the refund and cancel the order, they said they will process the refund. It’s been a week now with me calling non stop checking if the cancellation has been made, still nothing, they haven’t even cancelled the order. This is super frustrating