With holding refund

I am struggling to get a refund for items that were not delivered since 22 August 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 : We humbly apologize for this delay in the process of your refund . We can assure you that our accounts department is working timeously to process all refunds. Your refund will be processed. STOP APOLOGIZING, PAY MY REFUND