Refund for wrong delivery

I ordered on 14 September 2022 (Checkers N1 City) In my order was Whiskas cat food WITH NO ALTERNATIVE. when my order arrived I saw Whiskas wS out of stock and they replaced it with Pampers cat food to the value of R200. I immediately logged an issue for a refund and collection of item and received an email that they will sort it out asap. On 16 Sept I phoned. Lady informed me that they cant do refund I must take item back to store for a refund whicj I did not do cause I dont have transport. On 22 Sept I phoned again and another lady informed me she has logged my issue noe and they will refund me to my bank account because I logged the issue on the same day as delivery. On 26 Sept I phoned again and Buyi told me she will forward my issue now to her team leader and thet will refund me in my basket because they dont do refunds to bank accounts. Still nothing happened. Now....which one of the 3 stories are correct?