No response after two months , poor service standards

In August I made an online purchase and then when the confirmation came , I was unhappy with the delivery period . I cancelled the order within hours but the company refused to refund me, even though I am within the 5 day cooling off period as prescribed by the CPA , I lodged a dispute with my bank the next day. I followed up because I never received a reference number and rec a reference number that my dispute was registered on 22.8 and that I will get the same priority as everyone else, it takes 45 working days. A very rude email. It is two months later and despite the fact that you pay an ADDITIONAL fee for this service on top of your private banking fees, you have no response after TWO MONTHS. This is not acceptable