Pathetic service

I made an online purchase 1 September, requested a cancelation on the 2nd. A week down the line I received an email stating the goods were collected. It has been 3 months calling in customer care (less) center and I'm told it has been escalated till this present day I've been requesting the name of the person who collected the items and requesting a refund. Call center hasn't helped, bear in mind its 3 months now...