Poor service (Order number: ***)

Order number: *** (RMA ***). On the 13th of October the driver came to collect my faulty item. I got no feedback from them regarding what's going to happen next until I phoned them on the 20th. I spoke to Ashleigh R. She told me the return is complete. She will reach out to the internal department in order to request a refund. She will get back to me within 24-48 business hours. She didn't get back to me! I phoned them again today. This time they told me they are busy repairing the item. I don't want the item to be repaired. I want my money back!