Not wanting to give me my refund

They were debiting money from my account knowing very well i was offline. I paid for something was wasn’t working for 7 months and instead of refunding me,they are beating around the bush. They told me to wait for 21 working days and those 21 working days have passed already. I call them everyday ,5 or more times and i still get the same response “we are escalating this to our finance department “…. There’s no clear date of when they are going to pay back my money.