Once Driven Refund never happened Roanoke Virginia

Contracted with Once Driven in late November 2016.  Shortly thereafter, I sold my car through a classified ad in the local newspaper.  Then I requested my refund ($189 minus $29).  The refund has not occurred.  Sent numerous emails to the representative, who assured me that it was in process.  It is now close to three months (February 21, 2017) since the car was sold and no refund has occurred.  Is Once Driven a scam?

Here is the latest email (dated February 9, 2017) from the representative:

Terry,

The refund is approved and is in line to be processed.  I will email the refund department for you and see if they can expedite this.  If you do not see anything in about a week, please let me know.

Thanks and have a great evening! 

Donna Cannaday