Refund

I have bee waiting for a refund since 15 November 2022 for two items I returned. Going back and forth about 30 emails were sent some answered and some.unanswered with one excuse after tje other. How is it possible that when the payment goes through there's absolutely no problem with the accoint but the minute a refund is requested there's problems with the account. Approximately 20 emails were.sent to Charnel A with no responds.