Refunds issue!!!

Hi, I ordered a laptop with 1T SSD in July and on the 5th of August, the sales of Krystal Whittle told me that there was no stock available for 1T SSD and the differenced amount of $254 would be refunded back to me and she gave me the Incident number of 40650929.  No refunds received after I received my laptop, so I emailed Krystal again and she replied to me on the 27th of August and told me that the refund has already been processed but until today, I still haven't received it. I emailed Krystal twice last week but she never replies to me again I asked for help from the support team but they just forwards my enquire to the Krystal and deal with nothing else I just wonder when I can get my refunds back?