I reported an issue with my computer late Feb. An engineer came onsite in March, could not resolve the issue, ordered more parts and a new technician. By mid-March it was decided the computer could not be repaired, it was the 3rd issue in under 18 months of purchasing it. I requested a refund.

On 17 April, I was advised to expect a refund for the computer and extended warranty to be in my account within 3-5 days. A few days later I was advised there was an issue with the computer refund, I would be contacted with further updates. I wasn't contacted, so I contacted the person that had been assigned to my case. I was told the problem had been fixed, the money would be in my account again in 3-5 days. 

A week later I contacted my contact person to advise the payment was not in my account, she did not reply. I then contacted the manager listed on the email to contact if I wasn't happy with the service. Eventually, the manager responded, saying the contact person was looking at it and it would be in my account in 3-5 business days.

Fast forward to late May. I need a computer, I work from home researching and writing. I'm using a tiny limited function tablet until the refund is processed so I can buy a new computer. I had a moment of madness and thought if I couldn't get my refund processed, maybe they would offer me a super, exceptional discount on a new computer given the inconvenience and loss of work they caused, plus there are end of financial year sales on. They offered me an 18% discount, while most of their computers are 40+ % off.

Again, last week I was told the money would be in my account, I was even sent proof it had been processed. The proof said it was processed on 14 May 2020, the proof was sent to me on 2 June. I replied saying it has to be lost, please investigate because it's not in my account.

I've emailed the contact person, manager and salesperson, yet not one person can be bothered replying. I called the Australian complaint number, sat on hold for 40 mins, only to be cut off when my call was answered. What do I do to get my refund? They have had my computer since March.

Thank you