Extremely slow service in sorting out EFT refund query!!

I made purchases to the value of above R5098.50 on the morning (before 10:00) of Thursday 19 September at the Cresta store. I paid with my debit card and the transaction went through on my FNB bank account; however, they realised the vouchers I bought had no money loaded which meant the funds didn’t hit the Edcon account as the system went offline whilst the vouchers were being printed and there was no receipt. I needed the goods, so I paid again, although this time the payments went through (with a discount of R150). I was told that a reversal will be processed and I should see it reflect overnight. However, today is Saturday and the status of the refund query is that it is still under investigation and with the IT department! It seems Edgars do not care about their customers and sorting out queries quickly. They’re relaxed because they have their money (twice actually!) but I’m out of pocket and extremely unhappy as there seems to be no end in sight to my query, no SLA with a customer and no refund... Please sort out my refund immediately as I do not consider this fair customer treatment. Various people I’ve been dealing with at Edgars Cresta are: Pollen, Zanele and Sifiso. References I’ve been given: ***, and ***3. The ref number of this EFT purchase for which I require the reversal/refund is ED***.