Just received a reply from tsb.
Thank you for contacting us about your Credit Card Dispute. We are governed by MasterCard's rules and regulations which advise we must allow the merchant 30 days from the date you made the purchase, to deliver the goods. Unless you have an email from the merchant advising goods were to be delivered on a specific date that has already passed, we ask that you wait until 17/09/2023 as this will have been 30 days from when you ordered the goods. If you have not received the goods by this date, please contact us by email at CreditDisputes@tsb.co.uk and we will be happy help.
I've emailed the company again but still no reply. How should I proceed? It seems that tsb are focusing on the item not being delivered but what about the fact that they didn't reply to my cancellation request?