Woņ't refund the money

I have a step mother who is almost 90 years old. Recently she received a phone call, by a man who said he’s representative from Toyota. He offered her a warranty. My step mom purchased the warranty, but then remembered that her previous one did not expire yet.
I called the service, and they said that they will refund my mom the money. But we’ve been calling a lot of times and they keep telling us lies that it will take a bit longer. However, we did not receive a dime back yet.