Adidas Debiting my account without delivering the goods

It is 20 day since Adidas online South Africa decided to debit my account even though they cancelled my order. They send a message everytime I enquire about my refund that I will receive it in 14 days which is a joke,

whatever chatbot they using obviously lacks intelligence and credibility. ADIDAS where is my refunds, you are *****ing from South Africa consumers because they are aware the banks are not prepared to assist us.

Please can someone tell if we have any protection as consumers because I cannot afford to finance Adidas.