Really poor service

My Nexus 4 was sent in for repair and I was advised that it could not be repaired. I was offered a replacement handset, which I accepted and ordered on 17 February. I was advised on 18 Feb that the order had been placed and delivery would take place in one working day. On 20 Feb Orange advised this could not be done but that I would be refunded. I provided my credit card details on 23 Feb. On 27 Feb I enquired as no refund had been received. My banking details were requested as the cr card refund had failed. These were provided and acknowledged on 27 Feb. On 9 March I did a follow up as no refund had been received. My banking details were requested again and provided on 10 March. I was advised on 10 March that Orange had proceeded with the refund and the money would reflect in a couple of days. On 17th March I once again enquired as to the refund and was assured it had been done. I requested proof of payment and have yet to receive that. On 19 March I was advised that this had been escalated to the correspondent department. Again, no feedback. I can only wonder if I will ever receive a refund. Service the complete opposite to what I have experience previously.