Terrible Customer Service

Made reservations for December holidays but due to unforeseen circumstances we unfortunately had to cancel. Requested a refund well in advance as per the their cancellation policy but still awaiting the refund over a month later. All their workers have made excuses and found all the ways to make me wait for my money. What is so difficult to just refund me my money and call it a day? There is no seriousness and concern in the way they handle the duties.