What am I supposed to eat if you don't want to refund me

I put through an order on the 25th of November 2020 and I was supposed to collect it on the 26th but there was an family emergency and I called in to ask that they cancel the order as I won't be able to collect, the line was dropped twice before I spoke to a gentleman who said he has canceled the order and I should expect the refund in 3 days. I called again on the 3rd of December to follow up on the refund and I spoke to a lady who said that she was escalating the refund and I will receive it within 5 working days, today I called in again and I spoke to another person who asked me what items I want to cancel, I told her that I want to cancel the whole order and she placed me on hold for 10 minutes then came back to say that my order wasn't canceled and the refund hasn't been processed. What I dont understand is how can I call in so many times for such an urgent matter and till this day it's not resolved, what am I supposed to eat?