Game - Poor and slow customer service

We made an online purchase on 28 March 2020. On the 1st of April the items were delivered with almost a thousand rand worth of items missing. After emailing them about the missing items, they phoned to ask if we would like to be refunded or are we willing to wait until they can source the outstanding items. We chose to wait for the items.

On the 10th of April we requested a refund since we already bought the items and have heard nothing from Game about the outstanding items or it's delivery. On the 15th of April they requested the banking details to do the refund.

Follow ups (from our side) were done on 21,22,23 and 29 April. We still have not heard a thing from Game. We understand that during the lock-down period things are slow and resources few, but it has been almost a month since the refund was requested. The matter, apparently, has been sent to finance, and the importance level has been escalated on the 29th of April, but still we have heard nothing from Game about when the money will be paid.