Suburban Diagnostics — Non refund of money

I had made an online appointment of Covid test and done prepayment online, but had cancelled the appointments the next day and was told that the refund would come to me within 14 days. As requested I had emailed the details to the given email ID the same day.
There was no confirmation email or anything that i recd. and when i checked about it again on the customer service no., they said its not needed and the refund will be received. After 20 days also i have not recd. the refund amount, and now when I called the customer service no. - the reply i got was that they have not recd. the email.
IT totally looks like a money making scam. They have no one accountable to their customers.