Shocking!

I placed an order for Fastway printer labels in error on the 6th of December. I informed the driver that it should not be delivered to me and he should leave it at the warehouse for Fastway to refund me. I also informed Martin Joubert of this arrangement. On Thursday the 9th I received a call from Victoria confirming what I've already arranged with both the driver and Martin. On Friday I received yet another call from one of Victoria's colleagues saying they won't refund me because the payment hasn't been cleared in Fastway's account, yet this was done using PayFast. There is no communication in this department whatsoever and the people working in their roles have no idea what they are doing. It is frustrating dealing with them. Kindly advise on the status of this refund which I initiated more than 3 weeks ago.