Holding onto my money

On 29th October 2019 I placed an order online, and received a call from Constantia Branch to say item is not available (yet it showed available online) and that they were not prepared to order it in for me because it would take too long like the previous order of stoep paint, I cancelled the order the same day and according to the generated email I should have received immediate reversal onto my credit card, which did not happen. 7th November I sent an email with a query as to where my refund was and I phoned, only to be given the run around. Eventually on the 15th November someone picked up that it had been put to the online account which was not what I asked to be done. I was sent a refund form and have had to phone every day to find out what is going on with my refund. Today I have been told sorry there is nothing I can do to escalate your refund you need to wait 7 days. It is close to a month that Builders *********** staff have botched this up and now I have to wait. The staff are just not interested. If it was not for me to phone everyday I would probably still be waiting. They never follow up or return calls. I would like this refund to be escalated I am not prepared to wait the 7 days. My previous experience when ordering online in August was just as bad, the service was shoddy and it was like they were doing me a favour to order the item in.