Total Defense Screwing me over about my refund i requested Texas

On March 3rd I bought the total defense premuim ineternet service(anti-virus)I tried installing it numerous times,to no avail it would not install.I called them the day after to request a refund of my money back because their product did not work,and it did not install on my computer.They told me i would have to send documentation in with the receipt in order for them to refund it.That was March 4th i spoke with them via telephone.I mailed all documentation march 6th to them.They said it would take about 2 weeks until it got to them and for them to process it,before they could refund my money.Here it is 2 weeks later and now they're saying they never received anything from me regarding my request for a refund.I do not have the money to just throw away like that when my husband is the only one working right now.I would like for them to refund my money and quit with the lies.