Just plain bad service/ assistance

Bought a geyser online on 11th July, paid per ZAPPER scan. My bank immediately confirmed the transaction. BW said the transaction failed. I contacted my bank and they confirmed that the transaction went through and cannot be reversed. It has been more than a week now and I am sent from pillar to post to get my money refunded! BW contact center agents are friendly but NOTHING happens! The money is out of my bank account and I am still without a geyser! I sent all the verification documents to BW and am still waiting!