Shocking service to obtain a refund

Please could someone assist me? I returned an item of clothing from Edgars Cresta, on 23rd January 2019. As I paid via my cheque card the transaction was refunded to my card however when I later received an sms notifying me that the transaction was cancelled. I have taken it up with the Customer Service Manager who I visited at the store, Ms Motlalepule on 4th February who advised me she was going on leave and would only return on Monday 11th February to resolve the problem.! Whilst I was there she checked the footage of the day and saw my transaction and could plainly see that no cash was returned to me. I am still waiting for the refund as of the 12th February 2019. I have spoken to Edgars Customer Services Head Office, today, to a very helpful Ms Sthembile, who tried 3 times to call the store but they did not pick up the telephone. Where else do I go to for decent human interaction and service?