**** customer communications/service

I've ordered a iPhone X and deposited the money for the device,after paying the money they said I must wait for payment confirmation ,it was confirmed afterwards they said I'll receive another email regarding the confirmation.The email I got says I need to pay a shipping fee of 995 which doesn't make sense.You are supposed to tell your customers beforehand about the delivery procedures. They are very quick to get the money from you then go ghosted. I've requested for a refund as I was not informed that the "shipping fee" is going to be that much,a guy named James told me to send an email why I want a refund I did that still nothing. I asked him how long must I still wait for my own money ,apparently they follow legal procedures and refunds normally takes up to 21businnes days. I must wait for my own money forra whole month I'm pressing no one can answer me he keeps on saying they gonna reply I'm still waiting.