Poor customer service, No refund from online purchase

I purchased online 3 headsets at the beginning of December, after two weeks of seeing there is no status update I contacted the helpdesk, they did advise me that they will give feedback, on 23 December 2024 I received an email from Nolubabalo Mqeke -Service consultant- stating they have received my payment but unable to fulfill my order and will refund me, I sent my details for a refund, 31 December I followed up on my refund and no response up until date, being 6 Jan 2025, no refund no email of an update.