Rather stay quiet and not contact me than refund me

I purchased a few items on the Edgars Online store. When I went to collect the item, I was told that one item was out of stock (the website did not mention this) and I would have to call the contact centre for a refund. Called the contact centre to which they said they would start the process. Someone did trying me only once after that but it was a private number so I do not know if that was Edgars or not since there was no follow up. I waited a week and contacted the contact centre and was informed I will be paid on 03 October. I called today, 04 Oct and was told they are waiting for me to provide card information. Why wasnt I informed of this before? Was I supposed to dream this up?? Whenever I called, nobody had ever mentioned this, nor was I contacted or left a message. This is the second time that I am having issues with refunds with the Online team and it now becoming very frustrating as there is always a lack of information or communication from Edgars. For the last issue, I was ignored by Tshilidzi Rakhavha upon every email I sent. The quality of service is degrading more and more each day.