POOR CUSTOMER SERVICE AND ******** RETAIL BUSSINESS,GAME ONLINE STORE DOES NOT WANT TO REFUND MY MONEY R1,199.00

Game online store doesn't want to refund me. I have bought Logik 50l Stainless Steel Urn RSH-009218-018, that was costing R1,199.00 on the 15th of April 2022. Only after I have made the payment I got System and SMS notification that my purchase was UNSUCCESSFULL even though there was a payment already gone form my bank account. I have been contacting the online customer care on several times requesting that they refund my money back ever since. They keep on telling me that they are escalating the matter. They don't want to give my money back and on the 26th April 10 days after they took my money and is now that they want to deliver the Goods. Game online store, please refund my R1,199.00 as requested from the very fist time I contacted the customer care. i did also send proof payment and i mentioned on the email that i want refund instead they re-order the goods