Terrible service

I have been trying to get my refund from Mr.P since 29 December 2020. I received a Facebook inbox message on 7 January 2021 refund has been processed and it is in my bank account well nothing,then again on 11 January 2021. Still nothing. They also never provided proof of it ever being processed. I received an email from M.Moodley saying largely same thing again no proof of refund being paid to my account when I enquire I get outright ignored. This is horrible all I want is my money back. Why are they holding my money hostage????