Frustrated

I bought a TV box along with a washing machine on the 15th of August. The machine was delivered the next day, I'm happy with that but the TV box was said to be out of stock and order had to be cancelled. I received an email on the 16th of August stating that the refund had been processed. I haven't received my refund yet, I sent a text message on WhatsApp on the 22nd of August and was required to send my banking details and that the matter had been escalated to the finance department and I'd receive communication from them. Yesterday, on the 25th I called and was told that the matter is still with the finance department and I'd receive communication but still nothing. I called again today 26 August 2025, now the person I spoke to told me that the matter is with the finance department and unfortunately there's nothing she can do. I asked to be transferred to someone who can at least give me answers and she said "I cannot give you their numbers".

How long does a refund take? Why should I be sent from pillar to post about something so simple? Can I please get my refund back.

This is frustrating, I can't be calling everyday for the same thing with no results.