REFUND NOT PAID

It was last year in September 2020when I did an eft from my fnb acc.to Absa acc for build rite as I had a laybye with them usually I used to pay @ the store , but that mpnth i use eft when I checked with them , I only find out that money has not been allocated till now, and now Ineed that money to be refunded to me they never done it as yet even if I send them POP , DONT KNOW WHAT THE REALY NEED ME TO DO