Horrible service

Reversal process is non existent, I feel such transactions end up being banked and customer losses money and bank keeps quite. I made an online purchase on the 07th of Feb on woolies dash, the picker called to inform me that the items are not available. I then asked of my refund and was told 3-5 working days the bank will reverse my transaction, it’s over 2 weeks Absa has not reversed money in my account it’s just hanging there. I called 2 days ago and was informed to write an email for reversal . Yo date no call or contact after my email. I need my money back