Disappointed with lack of response

I took my new Samsung phone for software change. At first they were helpful and told me, they couldn't do it, better I ask for software unlock in Europe where I bought the phone. They promised to refund my money since they couldn't assist me. That was in February. I've been emailing them for the refund, but nothing is happening. It is now April and they still have not updated me on this matter. Really disappointed.