No responce on item returned

I have sent my defective vacuum cleaner in for a return or refund on the 11 of December 2021. Today marks the 7th of Jan 2022 where on the 3rd of Jan 2022 the status reflects on my account returned canceled. No one knows where my vacuum cleaner is and why the delay... No feedback from customer service. They are looking into this. I have requested a call from management and no response. This is a major inconvenience and all I have to do is wait... Im beyond waiting now! Either a refund immediately so that I can purchase another vacuum cleaner or it needs to be delivered ASAP. A response would be appreciated on this