Need my money back agently

Hi I ordered 2 items to amount of R21000.00 ,they created a profile for me so that I can pay online, made an instant eft ro be told later that they no longer use that now it's been a week and don't have my money back, get excuses and they are telling after the funds gets into my profile we have to now follow the refund process, they will email me the refunds documents, until now there's nothing happening, a week today and still waiting, what a disappointment from such a big company I trusted.