NY DOY Vital Records (outside burroughs of NYC)

Yes I know the backlogs are long. But how long is the DOH allowed to keep my money without providing me with the item I order by mail?  I ordered vital records 1 year ago, they cashed my check 11 months ago and I never received any acknowledgement of my request.  Finally after 11 months I started looking into this (since I foolishly accepted the 11 month  backlog story). First they gave me the website to check on the status and they all say "received and processing", nothing more.  Next I contacted their phone number and (after foolishly listening to all of the prompts that didn't apply to me I kept pressing "0" until I received human contact.  I asked if I could please have my money back and cancel my request.  I'd rather try the local municipalities or some other way. She took my info and said someone would call me back "soon".  I asked how long "soon" was and she said she didn't know but promised someone would call me back.

Is NYG&B attempting to help (at least members) with these requests?  I think there's an FTC law that says all mail order requests have to be fulfilled within 30 days. The excuse they give is the REAL ID requests.  I feel then they should just say they are not processing these genealogy requests and not take your money to the bank if they know they can't fulfill the request.

Any thoughts, suggestions?