Non compliance, negligence and bad service

On 29 November 2022 I made a Laybuy online to purchase a 3 piece recliner suit, I tried to make a payment of R2000 as a first installment but unfortunately something went wrong and the entire amount for the coaches was deducted from my bank account on the same day I called and lodged a complaint and a lady called Helen Naidoo was assigned to assist me. We communicated via email and she did assist me, she told me to send the relevant documents in order for her to be able to process a refund, on the email she stated that she'd take the R2000 and put it on the Laybuy and refund me with the rest of the money. I sent the documents to her and she did process the refund and said she was going to send me the Laybuy documents after, I waited and waited but nothing came through, but I thought she sorted everything out on the system maybe she only forgot to send me the documents. On the 2nd January 2023 I went to Bradlows Tongaat to pay the Laybuy installment and I was surprised when they told me that there was no record showing that I have ever opened a Laybuy so they could not help me, I was so angry but I had to wait for the next day to contact Helen because it was a public holiday on the 2nd, on the 3rd January 2023 I sent her an email informing her on my experience and that I would like to get a refund for the R2000 because I am no longer happy to continue with the Laybuy, she rep**** and said that she will process the refund after the IT team has sorted out the problem that caused the funds not to reflect on their system and I was okay with that. On the 12th January 2023 I sent Helen a follow up email to find out the progress of the refund and she never responded, I called her direct line that appears on the email but she didn't pick up. I do not understand what she did with my money but I plead to be assisted on this matter because I need my money back immediately.