Poor customer service-dont want to pay the customer's refund

The terms and conditions of Metcourt is to refund money back to the customer in 7-14 days, I have requested a refund over 14 days, and they still havent processed my refund. The frontline manager and the staff don't answer mails or phone calls. this was the worst customer experience I have ever received, till today I still havent received my refund, after numerous phone calls and emails. This is pathetic customer service and very disappointing, they have given the public a very bad image