Bad customer service

On the 2nd December I placed an order on Dischem 60minutes then received an email of the store accepting my order. Since I was in a different province and asked the lady at my work reception to receive my order I didn’t check the progress throughout the day. I found out later that evening that my order was not delivered. I called customer care the following day to find out what was happening with my order. Only to be notified that the store cancelled my order because the items I ordered were not available in store. I get that they couldn’t get a hold of me because I had registered a different number but in this case an email would have also worked or at least work on returning the money deducted back to the account. Days later I’m still struggling to get my money back and when I call I’m told that a request for refund was made even today. I called my bank and enquired, I was told to request Dischem for an authorisation letter for the bank to process my refund. Now I’m told head office has my money and they are the ones who must process it. I have been expecting a call back from the consultants I was speaking with last week even today. I had to call yesterday to enquire how far is my refund. I shouldn’t have to fight for a better service delivery or to get my hard earned money back.