4 Months and still no repayment

On the 15th of July I payed money into Whitewater Training's account for some rope I ordered and when I went to pick it up there was not enough rope. I said it was fine, I just want my money back. It is the 9th of November and still no repayment. I email or phone them every week and last week Hugh dropped the phone in my ear, twice. Excellent customer service right?