Jiomart - Item Not delivered refusing to provide the refund too

I had place a prepaid order of Rs *** on *rd of October, ****, which has not been delivered to me till date (**st October ****)

In the JioMart app, expected delivery date is still showing is *th October, ****.

I have reached out to customer care both via emails and call, however, they say that since the order is still under process, they cannot initiate the refund.

I asked them since it is stuck in the same state for last * weeks, and if it continues to be in the same state, so i will not get my money back ?

To this, they simply say we are working on it.

I have made multiple calls and emails to them till date, but only thing I get in response is ''Allow us some more time, we are working on it".

They are not doing anything and refusing to refund the money too.