Disgusting customer service

Placed an online order @ 10h45 on 21/09/2018. Realized I made a mistake, placed a new order and at 11h00 on the same day I cancelled the incorrect order via the call centre. The lady I spoke to was very helpful so I left a good review on their website. I noticed that the order I cancelled still shows "In progress" so I followed up via the website, as well as emails to ********** I am still waiting for my refund, or at least a response to my queries. What makes this so ridiculous is the fact that I got a follow up call regarding the POSITIVE feedback I left the very next morning (22/09), but absolutely nothing about my refund or cancelled order that is still "IN PROGRESS". On the website it is asked how you would like to be contacted. I selected "via email", but still got a phone call regarding the compliment. It's been nearly 2 weeks now. Please cancel and refund what is due to me.