Problem Getting Refund

Close to two weeks ago I tried purchasing electricity online through the Clicks App something I had done before. My purchase was not successful however the money was deducted from my account.They did send an email acknowledging that error had occurred. This was on Saturday evening, in the email they stated that for instances where a purchase for prepaid services fails they will keep trying to get the token for the customer. I expected that after the weekend on Monday or Tuesday I'd get the electricity token when this did not happen and I had no other communication with Clicks, I called the customer services which wasn't too helpful as the lady I spoke to told me that the transaction wasn't visible on her side and would therefore try and get me help from another department. I sent a response email to the initial email I'd received from clicks acknowledging the purchase failure and later on in the day I received an email from Clicks asking if I'd like a full refund of my money which would take 17-20 working days (which is so inconsiderate) which I elected. Other options were to have the money reimbursed in the form of a Clicks cashback which would be done within 24 hours (which I found very sly) and another option was to allow Clicks to try and get the electricity token again (which I no longer trusted as they'd failed to do so from Saturday night when I tried purchasing the first time and the two working days thereafter I had wanted on them). To get a refund I had to send banking details and an ID copy, which I both sent and got no acknowledgement of receipt of these documents and at this point I don't even think I'll get my money back. I think they'll just keep giving me the runaround since I've chosen not to spend the money at Clicks. I'm so disappointed because I've been a long time customer of clicks and they've caused mw such an inconvenience.