I Want My Refund

On the 14th of March,i made an online purchase and it was declined. Shein did not receive the money,and Capitec did not have the money. The transaction was pending. Shein sent me a letter describing that the bank did not release the money. I logged a dispute for a refund on the 15th. On the 17th I followed up and the lady in the below Tshego,advised that i will need details about the date and the amount to proceed with the process. I told her how things on Shein are automated ad there is no direct email address but that i can send her the bank statement, Declined or canceled order from Shein that had the exact amount and date from the bank statement and with the mentioned reference on the email received.

She responded to say she can not proceed though the dates and amounts do match. Unfortunately there is no logic in her reply and it does not make any sense if she is staring at the same amount from Shein that correspond with the statement and the confirmation letter from Shein.