Don't pay refunds as promised

In August I was contacted by a Sage one consultant to move my Express to Cloud. What a big mistake. as I was considering it at that time. Well we did the conversions for both our companies. But o my soul. My whole bank recon was a big mess. And I cant go back to correct it as there systems don't allow it and nobody could assist me to correct the problems. . I then Asked for a refund as I only used the program for like 2 days where it was confirmed that they will refund me. Well on the 3 September a lady contacted me to confirm that they will refund me. But till today 11/10/2021 I still haven't received my refund for Sage one. I paid for 2 Sage programs and we only used one. This is absolutely unacceptable