No refund after promised 3 weeks

I app**** for a refund on 01/03/2016. I was told it will take 3 weeks to process yet I have not received my money. I have been calling Melody who always takes my number and promises to call me back. I am still waiting for her call. She tells me she understands my frustration, I am not frustrated I am desperate. I explained to her that I am desperate for the money as I am unemployed and have a son to provide for and I need the money after patiently waiting 3 weeks and still my money is not refunded. I am very disappointed in your service. It will be 5 weeks since my requested was completed and still no refund. I am now desperate and disgusted by this.