[Resolved]  Vivo Mobile India — Ordered mobile 15 days ago, Not delivered & Money not refunded

I ordered mobile on 8Nov(Iqoo Z7pro) on vivo website. I checked the status of it on 15th Nov in delhivery site I see still merchant hasn't dispatched it. Order Id[protected]

I contacted customer care they said to wait for 24hrs you will get a call, I waited and haven't got any call, again next day I contacted again, they said to wait for 2 to 4 hrs we will arrange a call back,
again I waited and haven't got any call, so again I called and then they said your order got cancelled we will return the amount.

I said I haven't got any mail or intimation about it, why it was cancelled? They said cancelled due to security reasons.(not sure what security reason it is), and he said to order it again.I said that I ordered it in the day where I got offer on my card so that offer won't be there now how can I order the same phone for the same price?

He said we will return the money and we will provide you the coupon voucher so with that you can order the same phone with same price and for that you have to wait for next 24 hours.

I agreed on that and waited for 24hours and as usual I haven't got any call, so I called again but the executive have no clue about whatever the previous executive said ABT the return or coupon so I re explained again,

He simply said, sir wait for 24hours.

So I argued for an hour literally and I asked to transfer the call to senior person and he transferred it( i believe it was a senior person who knows) and he said that your order is not cancelled. We will dispatch it and u will get a mail for that you have to wait for 24hrs(again one more 24hrs).

So I asked if it is not cancelled why all of your executive were telling that it was cancelled for past 3days? And even they said it was cancelled due to security reason? Why they are giving false statements? Now I am wondering which one is the correct statement? Either it got cancelled or do I need to wait for n number of 24hrs? Who has a clarity on this order?
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And finally the 24 to 48hrs which the senior person promised that also passed.

Now I am getting one mail that the order is cancelled due to technical issue you have to wait for 24hours.
But still the VIVO site is showing that the order is in shipping.

I wrote n number of mails and did whatsapp and called n number of time. Yesterday(21st Nov) also I got a call and they simply said wait for 24hours your refund will be initiated. That 24hours also passed But there is no sign of either dispatching the item not cancelling and refund the amount.

I did a payment(21, 999) on 8th, today is 22th, 14 days has gone but no one has any clarity on this issue. And whenever I call they said to wait for 24hours without knowing what is the issue with this order.