Poor customer service and no sense of urgency

I placed an order for local collections, on the 15nth I went to collect only to be told my order was cancelled due to shortage of stock. I called game and I was told all cancelled transactions auto correct and I must wait for the bank to return the payment back. I also sent an email requesting for refund with all the attachments On the same day 15 Dec 2022, on the 29th I got a response which said it takes 3 to 5 days for a refund to be processed. On 23rd of December 2022 I called to make a followup and I was told, the request for payment was sent that morning for processing. Todaye I have not received my refund and I referred the matter for legal assistance.