Holding on to MY money for WHAT?

I placed an order over 4 months ago and was informed that for some or other reason my order was cancelled, not by me, i then requested my refund as i had paid upfront before i even placed my order, which is sad but i followed the process, i have sent multiple requests , emails , WhatsApp, calls and the only response is that it will be escalated, no correspondence. The website confirms 2-6 days after cancellation but its been almost 5 months already and there is no replies or response on any platforms. All i want is MY money back , im sure its not that difficult and yet here we are. The most pathetic and unprofessional experience ever.