Poor Customer Service

On the 24th April, i tried ordering an item online, unfortunately the system froze on me after making a payment via PayU service. I contacted Game to notify them of the incomplete order, I submitted all requested documents. I was told more than 4 times that the money will be refunded back to me (Banking details provided), but to this day no refund has been received. I spoke to more than 4 consultants until i requested the manager's details. I spoke to Cheslyn Holmes (Team Leader) who promised to refund me by the 22nd May and will send a confirmation email, to this day no confirmation has been received and i'm not sure if the refund was processed or not. I'm so disappointed in a store that I normally buy my appliances from, how can it take so long, even after providing neccessary documents, to deal with this matter? How difficult can i be to refund money which you confirmed is in your account? Try contacting them on the so called "Customer service line"- ***, you'll hold for almost 30 mins before getting throught to a consultant, who will either ask you what is going on, instead of them giving you progress or they'll make promises which they dont keep.