Refund still not processed after 10 business days

I cancel my order due to bad network on their 5G within the 7 days it was delivered. On the 17 November I was told a refund will be processed and funds will reflect in 7-10 business days. Today I’m asking them since it’s business day 10 and now they saying “ It is not yet processed hence it has not reached your bank account.” It’s was so rude after I waited so long my question is why has it not been processed.When they deducted it was instantly now I’m supposed to wait for when ever I need to escalate this it’s totally frustrating.