Refund

Hi i over paid my Bradlows account and contacted the shop first week of June 2020 and they have checked on their system and they did confirm that they owe me and they have requested that i must bring my bank statement and my ID copy indeed i submitted the documents and they told me it will take some days for the refund to reflect in my account so i gave them 3 allowance of 3 weeks to process .. when i call them to check why m i not yet refunded they dont answer their phone it will ring forever so i went physical there to inquire about my money they told me the lady by the name of Hlengiwe who is dealing with the refunds is not available that day so on the 3rd of July today i did called again they didnt answer their phone so i logged on to their website to check my balance i found out it was no longer reflecting the money that they are owing me it was saying R0 balance when i called their office their just told me that they dont owe me any money i should go back to the shorp when i finally reach the lady at Maponya she told me that she doeasnt know anything about the money that they are owing me.. So i really dont know what to do