Refund not paid

I am struggling to get a refund for items that were not delivered since November 2023. I have send all the necessary paper work for a refund. Everytime when I follow up 'Shaun Van Vogel ~ Customer Support Agent' send an email that states 'We apologize for the inconvenience caused Please be advised your refund has been marked with urgency and the accounts department is working as fast as possible to resolve the matter'

I have send an email today again and will probably get a reply in 7 days.

Snatcher please pay my money... Jeez