Refusing to refund

Bought at one cart they could not diliver my orders then said they will cancell the order due to non delivery had to call in to ask for cancellation hence was still pending 3days the finally asked for refund from wallet since then I've been calling everyday emailing even took it to inbox still agents can't assist telling me to wait 3 days then move days to 10 now it's been two weeks still nothing order # *** # ***