Failed refund

Cancelled my online order via email and was advised I would receive my refund within 5 days. It’s been over 5 days and I haven’t received my refund. I called the call centre numerous times but agents are not helpful, one told me the refund was process led so they have to escalate the matter to their refund department, the other agent told me the refund was not processed and have to wait for their manager to manually process the refund and that will only be tomorrow. Can someone just tell me what’s happening with my refund - oder number ***