Bad Service and No Response

I bought goods online and the payment went through but the merchant send me an email the payment was declined due to their policies and they haven't taken the payment and I need to tell my bank to do a reversal.<br> I phoned the customer service and the person send me a reversal request form and said the money will be in my account in about 5 days. I waited 5 days as the email requested I do, phoned the recall department but then was told they can't find the reference number they send me. I must phone the debit disputes department. I did phone, but they could not check for me as they were busy and I must rather phone the recall department in 7 days as they have a back log and maybe that is why they can't find anything. I waited 8 days in total and then phoned the recall department. I spoke to Portia Magutyana she send a request form to debit card disputes. I phoned the disputes department to find out whats going on, they were busy again and nobody can speak to me. I did receive an email that Portia send the disputes department , but AGAIN on the email it states I need to wait 5 business days. If I wait again, will they send me to talk to another department and never see my money