Refund of my money via online putchase

Good day On the 27th December i tried to purchase items through the clicks online store. The money did go off my bank account as confirmed by my bank and my order online was not finalised. As a result the items in my cart where all sold i requested a refund. To date i keep phoning and emailing for answers and nobody has the decency of calling. I have record of all emails as proof of such terrible service. The only answer i recieve is that clicks does noy have my money, yet my bank has even furnished them with proof of payment. I am running out of patience and would really want somebody to assist me getting a refund. I have always shopped at clicks instore and online for years and this type of service will make me no longer shop at your store ever again. I have been very patient and understanding all this time but need answers now. My reference number is ********** 0