Horrible service from Clicks

I tried to buy toiletries online on the 29th January 2021, i received an email from clicks saying that they didn't receive payment for my order and money was debited from my bank account. I've send them proof of payment requesting for refund and I've only received an email that they received my email. I really don't understand why I've to wait this long to get my refund and they haven't made contact since then.