Poor Customer service

I made an online purchase on the 19th December 2024, however the ordered item was cancelled and was advised that the refund takes 2 to 14days to reflect in my account, however until to date 17 February 2025 they haven't refunded me. No one is giving an update when you contact centre they will request for your bank statement which I haven't sent more than 4times now. They customer service is too poor.