완전 화나요 ㅜㅜㅜ

Dear
Thanks for contacting Finish Line about your refund for order 4674652400. I am Antonisha, your Customer Care representative, and I am here to help. I reviewed your order 4674652400 and the $153.98 w153.98 was requested for refund as of 01/09/15. The timeframe for the refund is three to five business days to receive the credit back onto your Visa card account. There was not a refund requested for order 4689000001.
Since it is after the fifth business day and you do not see the refund amount of $153.98 on your Visa card account, please call Customer Care at the number below. When you call, I will need you to provide the billing name, address, and account number you attempted to use. I do ask that you call and not send sensitive information via e-mail.
If you need anything else, please e-mail us or call 1-888-777-3949.
Thanks for choosing Finish Line.
With best regards,
Antonisha
이렇게까지 답장이 왔고, 열흘 전에는 영어전화 서비스를 통해 환불해준다고 하였습니다.
아직까지 처리가 안되고 카드결제는 이미 진행되었습니다.
이렇게 메일을 주고받은 것만 3번째인데
도대체 환불은 해준다면서 왜 안해주는 걸까요?

이런경우 어떡해야 합니까?
결제 금액이 155불인데 작은 금액도 아니고 그냥 포기할 수가 없네요.
영어서비스를 한번 더 신청하기는 했지만 그냥 기다리려니 너무 답답합니다.
차라리 물건이라도 다시 보내달라고 해야할까요?
도대체 환불을 안해주는 이유는 뭘까요?