Welle official poor customer service

The customer service is very poor... sent count less messages regarding my refund but the whatsapp customer contact just send a copy and paste message the the matter will be resolved asap! It been more the 20 days I haven't gotten a proper response about my refund And when I ask about an exchange they say they will talk to thier team and get back to me but that never happens... sent I a follow up email and whatsapp but no answer