Awful online experience!!

Ordered items online only to receive a parcel which was addressed to me but contained somebody else's item and invoice!! Tried calling the call centre twice.. The first agent was not interested in helping solve the issue infact he didn't even log the issue onto your system!! The second agent said she will investigate.. 5 days later and still nothing. I sent 3 emails and no response whatsoever! I called the call center for the 3rd time and the agent told me to go to my nearest Exact to return the incorrect parcel and tell them to refund my account which was not the case!! Now here I am almost a week later still with an amount of R500+ on my account and no items to show for it!! It clearly seems to be an issue coz I have noticed many people complain about the same issue on other social media platforms!! Please refund my account immediately!!