Horrible service from Vox.

I have requested multiple callbacks regarding a wrong cancellation. I have been waiting 3 weeks for a refund to be paid due to wrongfull cancellation. Every time i call the line cuts or i have to hold for a long time. And the excuse every time is that someone needs to approve it. How long can this take? for sure not 3 weeks. Quick to take money but not so quick to refund.