Don’t trust online sales

I app**** online for home internet on 30 March 2026. The payment had to be done upfront via your service provider. When I queried when I can expect delivery, I was told the transaction was cancelled and nobody can give me a reason. I have since been trying to get a refund but I’m sent from one person to the next without any interest from your staff to resolve this problem. I’m promised someone will get back to me but I’m waiting in vain. Please advise me when you will make the refund