Virgin America Will not give refund that they say was processed and owed to me Burlingame, California

On Jan 31st I purchased a roundtrip ticket. I canceled within 24 hours and as their policy promises, was told I would receive a full refund within 2-3 business days. It has now been two weeks and I am still awaiting this refund. I have called several times and each time am put on hold for at least an hour, then transferred to guest relations for another hour long hold time. They hang up before answering. If I do get through to someone I am told the refund was processed on Feb 1st and they do not know what happened to it after that! I want my money back in full and I am appalled that it seems to be lost!