Misleading information and bad service

After going through a ridiculous verification process I was told my subscription has been cancelled and I should wait 6-12 day for my refunds counting from the 28/08/2024. I reached out on 13/09/2024 and the agents gave me a incorrect info and said they have sent my matter to payments. For me to receive a email from Lucia saying I should wait again. At this point I am not even sure If I will get my money back.