Gift card refund

Good day. i had a voucher which i used in July for online purchases. the one purchase for some reason cancelled however the funds were deducted from the gift card. i called your head office to be advised that the funds will be refunded to the card in 5-7 days. on the 7th day i was at Edgars Centurion and the funds did not show. A month later i called HO again and was told that HO no longer deals with refunds and it van be done in store so i went back to Centurion to be told the systems are down. today i went to Brits mall, terrible service the lady did not even swipe the card and merely said she cant help. i would like the over R500 to be refunded back to my gift card as i think i have been patient enough now.