Unresolved refund Issue- Clicks Online Store

I'm extremely disappointed with the service I received from clicks. On the 3rd of October 2025 I purchased items online, but due to technical issues, the order was not processed but the money was debited from my account. Since then, j have been trying to get my refund from clicks, I even escalated the matter with Capitec Bank in my attempt to resolve the matter, but nothing has happened.

On October 29th, they reached out and requested my documents so they can process my refund, and I emailed all the necessary documents. However, I have never received any update from them until the 15th of November 2025, when Piyush Jain instructed clicks to process my refund. On 18th November, Bonile Mafunya requested the documents I already sent on the 29th of October and I resent them. They told me about the 21 days timeframe, but 21days have passed without any update or refund from them.

I hope after this, there will be an explanation or refund from them.

Regards, Phindile M