Dissatisfied zara customer

I have returned an item on 29 November 2020 my refund is still not reflecting in my current account . When I queried this I was advised to contact my bank because my refund was processed successfully and I should request a charge back. My bank confirmed there has been no credit processed to my account from this merchant and no charge back can be done . The zara customer service consultant has advised , nothing can be done as I have been refunded. I was very unhappy with the feedback and asked for a manager to call me . Its been a week and no call yet. The client service is really non existent .