8 days still waiting for a refund

I made a purchase on their app last wednesday (screenshots and all sent with sms proof) and the 'authorisation which is a full charge failed now soetimes it happens as the amount was over 1k so i just do it again and it usually goes through however this time it also failed!!

I contacted them with both order numbers and they advised that the funds would be reversed within 2-5 days. The following day I received the first of 2 of the refunds amount of R1319 and change. I am yet to receive the 2nd amount and each tme i contact them they extend the amount of days for the refund most recently they even added 'Your bank may take 2-7 days to process this allowing the final amount to appear and the reversal to complete. On the odd instance, we have encountered reversals taking 7-10 days..'

Now 8 days later i am still waiting!!