Snatcher not compliant in processing cancellation refund + False delivery notification

Snatcher not compliant in processing cancellation refund. Placed order 314668 on 16 Sept. I requested cancellation of this order on 21st Sept and was told by Dorothy Maake (Customer Services Agent) that a 15% Cancellation fee will be deducted from the refund. I asked her to proceed with cancellation and sent my proof of banking details as requested. I was also told the refund will be processed within 7 days. On Tues 26th I received an email notification from Buffalo stating that my order is out for delivery. Yesterday 28th Sept I receive a confirmation of delivery email from both Snatcher and Buffalo - Ref VR***YP. 2023-09-28 12:05(GMT+2) Thursday. Who received this parcel and where was it delivered - I work from home and did not receive any parcel delivery??? Today (29th) is day 7 - and this morning I'm told by Dorothy that my request has been escalated to an Account Manager to resolve. What is there to resolve. I have a trail of emails requesting cancellation since 21st Sept. Even a false delivery confirmation as I did not receive any item from Snatcher/Buffalo. If this is not resolved today I will be opening a case of ***** and request legal assistance.