Pending refund on order placed from Grabitall

Purchased an item from Grabitall in July, late August I was informed that the supplier is out of stock and could request a refund. All details for the refund were provided to Grabitall and I was informed that the refund has been processed on the 3rd September, sadly it's the 17th of September, I have followed up with the consultant via email but there's no response, the telephone line is on an automated answering mode and they don't respond to their Whatsapp line either.