Missing refund

I purchased a laptop in May which was defective and returned a week later. Received confirmation the laptop was received and was told a replacement would be sent. The replacement delivery date was set and delayed, then delayed again. Eventually dell cancelled my order. When attempting to track my order on my account, somehow my account is gone. My login stopped working and it said there were no records for my info despite them still emailing me to the email I used to create my account and order the products. It almost feels like they tried to get rid of any evidence of my purchase. I contacted for a refund and was told it would take 10-15 days. Spoke to 3 different reps and everytime I did, I was told a refund was never requested. I was hung up on everytime I called and tried to talk to an actual person. 6 reps so far I’ve spoken to. Still no refund. This is completely absurd. Needless to say, I will never give Dell my business again. I created a new account solely to be able to post this.