TFG (Sportscene) online Have my retuned item & haven’t refunded me!

If there was an option rather than a star! TFG are not the best! I’ve got a refund pending since the 8th of May! ITS NOW (WORKING) DAY 13!!!No refund. No help. Last Saturday one of the consultants wanted to feed me a COVID19 excuse whiles the banks have been 100% operational! She then sent me some none accurate document from their account side “stating “ that the refund was made. I received an email on the 8th that stated it’s underway however the document she sent me states it was “done “ on the 16th. Very suspicious. Was it even done ?? Irrespective they have my (returned) item and cash. This is a clear indicator to what type of business they run!!!