No refund received

I ordered a base and mattress In November. I should have seen the writing on the wall when there was no status change in my order leading up to my delivery date and after, only to be told they had “no stock” my order had been placed and paid for, noting the “in stock” as shown on their website. I received my base 23rd December. It was fine - Festive rush I get it. I canceled my order of the mattress requested a refund ( before the order was even placed with their supplier, they had already closed for the year) docs were signed proof of banking details sent. On the day of the base delivery I got a call stating that the refund would be delayed. Again, no problem 2 days before Christmas. No stress. Come the new year no email no refund. Nothing. I followed up numerous times only to be told it’s been refunded on the 23rd December. No payment reflected in my account. I requested the accounts department details - nothing . I requested a POP. Nothing. Just email follow ups if it’s reflecting in my account. I am shocked by the lack of professionalism and honesty by this company. I have no complaints about the product received. Delivery team -excellent. Customer service-non existing, proper formal procedures, don’t think in place. This is now being taken further by myself. I paid for a product I did not receive!