Pathetic service from Absa

I made an online purchase twice and the purchase did not go through. Mr Price canceled the purchase on their side and told me to phone Absa to cancel the transaction and refund the money. After being transferred from one agent to another and spending more than 20 minutes on the phone, I stil don’t have my money back and Absa refuses to pay back yhe money without proof even after I sent them a mail from mr Price that they did indeed cancel the transaction. Pathetic service.