HiFi Corp online poor customer experience

I made an order***) online using my store account. I only received some of the items. I am having a hard time being refunded for the items that I did not receive. It’s like they do not use a consolidated system, one consultant would say this, the other says that. It’s literally a broken telephone situation because I am constantly having to repeat the same information every time I reach out to them. Ntswaki was able to log the refund for the 1st item, however I haven’t been able to reach him/her to log a refund for the 2nd item.