Refusal of refund and being ignored by agents

Refused cancellation and refund deliberately so by the agent I got. I cancelled my order before an hour after ordering ,I called, texted on Facebook and WhatsApp, I sent an email as well as a message on their official website to cancel my order with no fast response. After I had called multiple times without stopping the agent said she will cancel and the next morning she told me she couldn’t because she was busy and gave excuses. I asked for cancellation and refund she didn’t want me to get a refund but do an exchange. She refused for a refund and is asking why I had to cancel. Worse part she’s asking such questions after I had sent multiple texts on different websites and is now ignoring me. As a first time buyer from this shop I am extremely disappointed. I still need my refund back coz I didn’t even reach the 7 day rule. When I track it it was still saying awaiting fulfillment next thing I cannot even track it anymore.