Bad service at Game for online refunds

I bought online at game stores and cancelled the order on the 15th December. Till this day (08th January 2024) I have not received the refund and on the 28th December when I called I was told I will be paid within 3 working days and that has not happened. Game wants me to send them my bank statement on a second escalation call for what I don't know because they have not made the payment maybe it will miraculously appear on my statement as being made (payment for goods was made via a debit card R 4 999.99), You cannot speak to the supervisor of the front line staff at customer care and their response when you engage them further, its as if they are reading a script. The matter has been escalated twice to no avail and the website says refunds will be made within 7 - 10 working days. If you buy at Game online and cancell your order after making a payment make sure you are ready for a refund frustration.