Fiber

I'm struggling since the 19 October 2020 for my Fiber Installation and yet I dont have it in and I ask them to refund me back cause I cant wait so long an I mean I pay it the 27 September already for it to be installed and yet I have nothing in and everytime I ask when will I get my refund they say I must wait for 10 working day and its everytime the same thing I still didnt get any money back is there any way you can help please....