MICROSOFT DO NOT REFUND MONEY AS PROMISED

We have been trying to get a refund from microsoft/xbox for a purchase that was made without permission from a family member. Microsoft have told us via email that the refund has been done. There has been no reimbur*****t of funds taken by Microsoft although they say it has been done. We have sent numerous emails to complaints as well as to Satya Nadella (CEO) and we have gotten no reply from anyone at Microsoft for close to a month now.