Refund on products that where out of stock

I brought a couple of things from snatcher in October 2023. Two weeks later after making payment i get notification that three of the things ordered are out of stock, i was i asked if i would like to get refund. I said yes and proceeded to do what they required to process refund. Till date i haven't received my money evertime i send an email about my refund i get a message that there is backlog of refunds then it ends there. They don't communicate unless i send another email which will yield same response