Refund

I requested a refund from this business by email as instructed by the lady who answered the call, it was over 15days ago when I sent an email there is no replies so I called the lady I spoke with on 23rd of August sent me an email confirmomh that my refund will be confirmed within 7-10days. I'm calling the office even now there is no answer as always no reply to emails. What does one have to do to get the service that you claim to give. I want my money.