2 weeks and still no communication and refund!!!

I wanted to bring to your attention a review I posted on January 6, 2023, regarding an issue with Vumatel. Despite my attempts to resolve the matter, I have only received a generic "private" reply the following day, assuring me of imminent contact. Unfortunately, I haven't heard anything since. To provide context, I ordered a Fibre line to be installed from Vumatel, but promptly cancelled it before the order could be processed. Surprisingly, I haven't received a refund for this cancellation, and I'm seeking clarification on why this is the case.