Going on 3 months for a refund and still having issues with envato support?

Hi, It is now going on 3 months of me waiting for a refund and I am still having issues with Envato support. They specifically asked me if I wanted a cash or credit and I replied “CASH” and they ( Ralph
Senior Customer Success Officer ) still added a credit to my Envato account instead. Now they are not responding to me. Why?