Club Factory App - Refund not received because order went out of stock

I bought a shirt in club factory app on august , but after some week the I got a message that the order went out of stock , & it assured refund will be made in *-* days , the refund first credited to the club factory account balance , so I Withdrawn the amount but it didn't credited to my bank account, the same account I used for the payment , the app said refund is successful but it wasn't the case, I communicated with the support but the responses are poor and their costumer care call services speak only one language which I don't understand , in a nation that has ** different languages , I have them all informations regarding the transaction , even sent them by bank transactions via account statement(which had payment debited entry in first page) , but they always reply refund is successful , but it is not , they always reply wait for *-* days every time , it's been months and its frustrating .