Snatcher- Failure to process refund for order 315032

After publishing my review on the 7 December 2023, Snatcher committed (08/12/2023) to processing payment of which still today it has not been received. I had to again lodge a return on their website and I got a response (11/12/2023) from Shaun Van Vogel ~ Customer Support Agent claiming that the matter has been escalated and refund will be processed for order 315032. Today still no refund processed and I'm not sure what their response is going to be now.