Failure in online order: Never received goods but money were taken off bank account

In January 2022 I placed an online order on the cotton on website. The order didn't go through but my money went of my bank account. I immediately started talking to customer service and they told me they had a system fault that night and they are aware of the situation, my money will be reversed back into my bank account. It has been 3 months since then and I have called customer service multiple times, send a lot of emails to customer service went to a Cotton On shop and asked the manager to call customer service. Each time they told me they are aware of the situation and it is a mistake on their side and I will get my money back. I have heard a few times that my money will be back into my account within 5 business days and I still have not received my money back. They also said I need to go to my bank. The bank told me that on the bank statement it shows that Cotton On received my money and I sent the proof to Cotton On. I am really disgusted in Cotton On's customer service. I expected a lot more from such a big company and can't believe that this happened and that they didn't do anything about the situation in the past 3 months.