Poor service

I ordered a wrong size on the app and logged an exchange for it . The item was then collected last week Wednesday on 24th of January at around 10AM. It’s been a week I haven’t received any communication from superbalist. I called them twice already and they keep saying they’ll escalate the matter. I want a refund and nobody is giving me answers. I have to chase after them for an exchange so I now want a refund.