Cancellation of the Subscription

I have tried free trial for 2 months for Ccleaner. Then i have not realised that 2 months had passed and now the price for full term is paid. I have contacted with the support@Ccleaner and they have told me that i can continue with %20 discount or get full refund. I opted for full refund and cancelation of the full product and wrote my answer at e-mail. When i didn’t get an answer i have sent an anorther e-mail and probed for an answer to my request. And i have been waiting since 29. of january. So what is the problem here that i am yet to get my refund or the answer as to why i am still at waiting for it? My english is not my native language. Sorry for any mistake beforehand.