Very bad and ***** service

I ordered a book from Book a Book on 24 May 2022, I paid and received my invoice and order notification. On the 2nd of June I followed up on my order and they informed that they did not have stock on the book I ordered, however no correspondence was received in this regard. I phoned again on the 14th of June 2022 and asked if I can request a refund as my friends gifted me with the book I tried to order and was told I can just email my banking details and I will be refunded. I did just that on the 14th of June 2022 and phoned again on the 15th of June 2022 as I did not get any automatic response or any response on my email request. I have been phoning daily since then, and I was told yesterday after holding onto the phone for more than 15 minutes that my refund was processed yesterday and that I will receive and email with proof of payment... Well once again this did not happen and I phoned them again and I then was told that the system says I was refunded.... I told the lady that I did not receive any funds and now need to speak to someone in charge. I phoned the lady in charge twice but she did not answer my call, I then sent a what's app to her and she responded "Noted. Will process just now" This is not how you run a business nor handle customers