TFG is a ****

On the 17th October 2020, I ordered a jacket online, a few days later I was sent an email saying it's out of stock and I should click on a link to claim my refund. I clicked on the link but it didn't take me to any claims page. I then called them and spoke to a customer services agent who asked me send her an email, I sent the email she didn't respond I sent her 2 more emails she still wasn't bothered and didn't respond. I then called them and spoke to another customer services agent who told me to email them my bank statement so that I can receive my refund. I sent the bank statement and that was the last time I heard from them.