Online order error and STILL no response

I placed an online order with CNA on 8 December 2015 which was part-delivered on 14 December. On the picking slip which accompanied the parcel, next to the item that was not delivered was hand-written "not packed" - however I was charged in full for my order. The order was sent from CNA Menlyn according to the waybill. I have made several phone calls and sent numerous emails to ***, but still no response. I obviously do not want the item any longer, but do need a credit to be passed on my account. The value of the item is R119.90, which may seem small, but how many times are CNA getting away with not packing the order in full and doing nothing about it???