Same here. Backed the crowdfunding end 2017. Waited for a phone for four years. In the end of 2021 i received an update that the device would be shipped. Since i bought a new phone because of the fact that the librem5 was not produced in 2019 as they stated and the fact that the reviews about the phone are still not good i asked for the refund.
I was promised that they would make a refund in a few weeks. When they did not i asked for the refund again and was given a new date in 5 months. That date again passed while not receiving my money. When i know contact them they even refuse to give a date. I filed a complaint with the ftc and with the departement of consumer affairs (https://www.dca.ca.gov/consumers/complaints/consumer.shtml).
I am interested in other places where it would be usefull to file a complaint and would advice people to also file complaints at the ftc and the dca. The more they receive the better. There is another thread on refunds that might be of use as well: Estimate your Librem 5 refund 💸