Payback My Money

I cancelled a booking I had and logged a refund on the 20th January and at the same time sent them all the supporting docs. What should normally take 14 days to resolve is still not resolved as at today. My phone calls and numerous emails has been met with passing of the buck, blame shift and lack of response and follow through. As at today after speaking to a "Manager" Ellen, i'm no closer to getting my money back....instead it's another sad story of a broken process and passing the buck.....I just need my money back please. I'm beyond ****ED and i'm not sure what to do next.