Poor service and communication

I was on holdup for over 40 min on your line, until I decided to hang up and opted for a callback. I didn't get any callback; I received an email from one of agents saying that my monies for license renewals was refunded. I have no reference or evidence of that except an email. I don't know how long I will wait for my refund or who to contact. It has been over 14 days since I paid for 2 of my license discs and none of them have been delivered neither did get refunded.