13 days since I returned a monitor with no refund and lots of confusion

I'm having a frustrating experience with a monitor return, and I’m hoping someone can help clear things up.

I followed all the steps to return my monitor, including using Dell's return tool and arranging a pickup with DPD. I’ve got a tracking number and photo proof of the collection. But here’s where things get confusing:

1. **Dell’s Return Tool:** It says the item wasn’t collected, even though I watched it get picked up.

2. **DPD Tracking:** DPD’s system shows my package has been sitting in their warehouse for 10 days now without any movement. Since Dell chose the courier, I assumed my responsibility ended once it was collected from me.

3. **Customer Support:** I spoke with a Dell rep 9 days ago, who confirmed the item was collected and said I’d get a refund within 7 days. But when I followed up today, I was told the refund wasn’t processed due to ‘IT issues.’

This has been the worst online return experience I’ve ever had, and the value of the monitor (€920.04) is causing me a lot of stress. I’m not sure if I’m getting accurate info from my support rep or what’s going on with DPD.

Can someone please help sort this out?