Refund issue from England

Re: CAHM Berg ID *** 088 Card Number ***81 0921

I am currently in England and made an online purchase from Tesco on December 19th 2024 with order number ***, (Amount was £35.27) which I later canceled. Due to the festive season, I contacted Tesco on January 2nd, and they provided me with the following ERN number: ***. Since the start of the new year, I have been trying to resolve this issue through FNB's secure chat on the app on my phone , but no one has been able to assist me. I keep getting redirected from one person to another. It seems either the staff are not adequately trained or are simply unwilling to help. This has been incredibly frustrating, especially as I am in a different country and relying on my bank to resolve a refund query. It is the same issue when you contacted the Bank. It is from one person to the other.