Very bad or 'no' customer service

I bought an item online on 13 March and wanted to return it. It took me almost a month and finally after numerous calls to customer service for assistance on 13 April a consultant promised me they will contact me ASAP to collect the item. On 14 April the item was collected. When I got my statement on 21 April it still reflected the amount on it and it was never refunded. Now I am struggling just to get me refund done. When I call customer service they are always busy and hold for 7-15minutes without any assistance and you get an option for a call back but no one ever calls you back. They also don't ever respond to emails. I'm very disappointed with the 'no' service. Can my refund please be done on my account ASAP.