Give my money back!!

No stock of goods ordered so money was put into “my wallet”. I loaded bank details to transfer money back into my bank account and it is impossible to do. When I get to withdraw, another screen pops up and blocks me. Have been trying for a week and a half to get money back. Every time I phone and speak to the same consultant she has a different excuse - it’s an IT problem or they can’t phone me back because their phones aren’t “connecting” (but I can phone them) or finance dept will call me or the she will call me back. Anything to get me off the phone and off their backs. I was told to wa them which I did. Then I was asked to wa screenshots which I did. When I phoned again consuktant said she never received wa. Lies she was caught out in because I got an acknowledgment of receipt of wa!!! When I said that then suddenly she had the wa. The consultant gives me times that someone (finance) or she herself will phone me back and NO-ONE phones. I asked her if I should review on Hello Peter to get sorted out and even that didn’t seem cause for concern. Why can the finance dept just not transfer my money back??? I’m getting absolutely nowhere but one cart is sitting smiling with my money!! So where to from here???