Refund

I bought from Shein got an email to pay Buffalo logistics for the custom duties which it was R51.11, so I made a mistake and send R520 that was in 23 December 2023.I have tried to call them the number was not working anymore until I got the number from on of their cars in facebook, fast forward get hold of someone that send me a refund form on the 28 of december since then no one calls me no email they tolds me to send it to a lady called Palesa I did that she never rep**** back. Then I called back again they told me I cant speak to her but the refund takes 14 days, I waited still nothing after 14 days.I called back again I found a lady called Kamogelo she told she will let her know and she took my numbers and told me Palesa will call me but she never did call, but after 2 days Palesa send me the email saying the format I have send the refund form is not excepatable they only use PDF that was the 16 Jan 2024, I send it immidiately with the correct format but still today no reply nothing I dont know who to talk to anymore, I know it was me who made a mistake but its still my money and all I wanted its communication from them.