Order ZA-62198 - No Phone No Refund

I ordered iPhone 12 Black 64GB Order ZA-62198. SLA is 3-5 days but after 10 days nothing. Portal says SHIPPED on 10/7/2026 but support agent Arsany emailed it has NOT shipped. Because portal says shipped, it blocks my refund. I emailed since 18 Aug but only get copy-paste reply "internal team investigating" with no date or tracking. I URGENTLY NEED THE MONEY TO PURCHASE A PHONE as I have no working phone. I want immediate cancellation and 100 percent refund with specific date. Order ZA-62198.