Bad Customer service

I requested installation and made payment on the 5th of February. I was informed that the installation would occur within 7 working days. However, as of the 13th of February, no installation has taken place. I requested cancellation on the same day and was assured that I would receive a refund upon sending an email for cancellation, along with proof of payment and identification. I promptly followed these instructions but have yet to receive any response up to today.