Bad service

On the 14th of December 2020, i requested a payment reversal from a store account becouse i didn't take the furniture and they gave me a ref number which is ***. I have following it up and every time i follow up, they say it was sent to Bainca and she will contact me, but till tday i haven't received any feedback from. And they say their department doesn't have any a landline which i can't call for feedback. I am do disappointed by the bank which i have trusted so much.