Unacceptable service and still no refund

I purchased a sneaker online on the 24/03.2018, I was informed that it will take 2-5 days ( Not 2-5 working days). I was ok with it until the 5 days came and passed. I called the customer service center to check the order and I was told the order hasn't even been dispatched. I also checked the order online and it stipulated that the transaction is in process. I then decided to cancel the order firstly online by filling in the cancellation/refund form and called the customer service center provided them with my order number which was # ********** 95. I was given a ref number and promised that a manager will contact me till this day no one has nor have i received my funds. This morning I called in again and requested to speak to the manager about this though I was putted on hold by a consultant named Nomsa for about 10 mins, there after the line was cut off. No call back what so ever, this is just unacceptable.