Why wont you give me a REFUND

gee

I've been trying to get a refund from you since early November. I have emailed you 5 times, rang twice and you still haven't done anything about it. I am a loyal customer but I am finding your inability to deal with this extremely frustrating.  Can you PLEASE give me my refund. You renewed my license without me realizing for a product that was not suitable (not enough devices) and I generally thought you would honour your 30 day money back guarantee. I really don't understand why it is taking so long and why you are ignoring my request. Order ID 2016111908580002.