Zara complaint: Waiting for a refund for over two months

I attempted to return one item several times and I would never receive the return label. I reached out one day before expiry date and k got no response. I reached out again and then was accused that this was my fault I should have reached out sooner and they never adressed the issue of fault from their side. I stood my ground got this investigated and was told I would be eligible for the refund. Several attempts where made my customer team to send me a return label and still I have received one. I have been waiting for someone to call me for an update on my case for two months and no one has when I reach out I am told this is Neón looked into and I will receive a call for an update. They are outrageous and greedy all this for £29.99 pair of trousers. They have no right to keep my money due to a system failiure on their part which is still never been explained.