Deposit refund not received.

We sent through a cancelation on the 26 October 2020 but, we still haven't received our deposit refund. We get different excuses everytime we call. First the agent couldn't see the cancelation, they don't answer their phones, the accounts department knocked off, now we are told of the backlog which is not our problem. None of them are able to confirm when there are going to process the refund even though their website FAQ clearly states 30 days turn around time. By the way the rating is zero, for worst service ever!