Pokemon Center Return Help

I preordered a plush from pokemon center last year and they gave 0 communication about it’s delivery, it ended up being 3 months late. They sent no warning about collecting payment and the day I decided I wanted to cancel the preorder was the day they finally charged me which made cancelling impossible.

After receiving the order I immediately filed for a return and returned it. This was in February I do not have my money yet, and every time I reach out trying to get an update they say they can’t give me one or the issue is solved because it was “elevated to a special team”, they have given me no information since it was returned 4 months ago other than the issue has been elevated. What am I supposed to do?