Vodapay

I placed an order on the vodapay shop for a bench hoodie on the 27th of November, it got delivered on the 29th of November. I then placed a second order on the 29th on November for the same hoodie but in a different size. It's now almost a month and I still have no feedback on what happened to my hoodie. I have to follow up almost daily and I get no definite answer, all I keep on hearing is the matter has been escalated to our team. I asked for a refund since it seems that my hoodie is lost then they said, the matter has been escalated. Last week they said I didn't enter the coupon code on the website, which I have tried doing numerous times, the code os showing there's no items matching your code. I then told them and once again I was met with the matter will be escalated. 2 days ago I asked for a follow up, they once again rep**** with the matter will be escalated. I've been patient, but my patience is running super thin now. All I want is my hoodie or a refund, it surely can't be that difficult that it takes a month to sort out