Waiting for refund, no one answers phone

I made a reservation on 26 November 2015 and had to request for a refund of the ticket approximately<br> 15 minutes later. I was promised a refund within 7 - 21 days, but still waiting.<br> I have been trying to phone the Customer Service number on ***twice now. The first time no answer after 20 minutes and today, no answer after 45 minutes. I am left listening to highly irritating music and a voice saying, \Please be patient".<br> I have also tried to email their customer centre by using their linked email address twice"