ABSA missing payments nightmare

I am not one to really complain publicly about things because I understand in this type of sector, things can sometimes be lost in translation etc etc etc....but when it comes to my money then you can bet on it. I tried to purchase flowers for valentines day (yes...thats how long I have been struggling with this mess) anyway, as soon as I clicked the 'Pay Now" button, the money went off of my account but it failed to go through netflorists webpage. Anyway, long story short...I thought that netflorist would refund me within 48 hours but apparently you have to apply for a refund even if the error was not yours. So I went back and forth with netflorist over the last few months trying to get my money back. (Another problem for another post). The last lady I spoke to informed me that indeed the money had been refunded however the problem now lies with my bank allocating those funds back into my account. So I phoned ABSA and was just told to email missing payments. I emailed them about two weeks ago and even re-emailed them after my query was just not getting responded to. So I tried to phone again and the whole time I just keep getting re-routed back to emailing them. I have made it easy by emailing all the details they would need as given by netflorist and yet...nothing.

So my question at the end of the day is whether or not I can take this long to pay ABSA when ABSA takes so long just to pay me??

Please can someone from there just give me some clarification as to what is going on. Thank you