Still waiting for refund to be processed

My order o*** could was not delivered as DSV has deemed my area unsafe. On the day I was supposed to receive the delivery, I received a call from Lifestyle Crossing and spoke to Busi (supervisor) who informed me that I will not receive my order but a refund will be processed immediately. She assured me that the refund would reflect on my card by Tuesday (26 November). to this day, nothing is reflecting. I have been calling Lifestyle Crossing since Monday and I always get assurance that Busi will call me back. I tried calling again today and was placed on hold for 15 minutes before I hung up. Really now am I supposed to fight for my refund to be processed... Your online call centre is also clueless... Who exactly can assist me with these issue, since this Busi person is a ghost....