Very bad customer service

On the 10th of July I made a purchase online for takeaway food. Money was deducted from my account but my order never went through. I was promised to be refunded from Steers but nothing has happened. I called capitec to dispute the purchase... Few days later I was called by a guy from capitec but I was busy. I told him to call me back in 10mins and that never happened. It's been over a week now. I called capitec yesterday and they assured me that the guy handling my purchase dispute was going to be in touch with me. Still no response. Very angry and aggravated. Why not get back to a client? Reference No. ***6