refuses with refunds even when they cannot deliver

Very bad service and refuses to refund me.

Two weeks back i went through online platform to buy wigs on specials, so i added two wigs and to checkout, 1 wig was free and i paid for the other 1.

after i paid, i recieved an email that the 1 free wig is unpaid and i need to pay for it and then i emailed requesting a refund and no answer then i texted on whatsapp and they said they dont do refunds and also they cannot give two wigs of which is what i paid for.

Then after i sent the screen shot of other wig being free, they sent me a screenshort of refunds from payfast and stated that it will processed after 7 working days and today is the 8th working day and still have not got my refund. i text on whatsapp and there is no answer as well. i am stuck with Avum refusing with my refund and cannot give me what i paid for..which ombusman can i report this?