Unprofessional

Hi

On 20th March 2020 I've ordered a pizza with some sides at Debonairs Eersterivier via the Debonairs App, only after they deducted my money (R136.70) from my account they tell me that the order would not be delivered because of some of the products thats not available, I recieved a sms the same day at 14:47 that my money would be refunded and it may take up to 5 business days to reflect in my account. (Its been 59days today and still no money in my account) I contacted them on 8 May 2020 at 13:03 the call lasted for 10m 5s as I had to explain to the lady that I lost my job cos of Covid-19 and I have to close my account as its costing me a lot of money that I cant afford. But because the R136.70 was uncleared I couldn't close my account. I dont remember her name but she promised me that it will reflect after 5days. Its been 10 days today and still uncleared. Today I decided to chat to one of the support staff via the Debonairs App named Thembelihle, he came across very arrogant and claimed the money is alread in my account. "If not I must get a bank statement (more money from me whos unemployed) and forward it to the store to forward to pay portal" I have no idea what to do now, this account is costing me money every single day it remains open and im unable to pay for it. PLEASE HELP!!!