Can I just get my refund please

I made a purchase on line on the 9th of December 2015 for a social club secret pal, and made a payment of R816. Not knowing the process of delivery I then called in to give in my address where the delivery should be made to but hit the brick wall when the agent wanted the delivery address I apparently used more than 10 years ago, i tried to explain that I don't remember which address I have used she then refused to assist, I then spoke to a guy called Shaloom and explained that i want a refund as they cannot help, he then told me that my order has been dispatched and that they will have to recall the parcel and then refund me after they have received it back. today the 8th of January I called to inquire about the status of my request, I hit another concrete wall, The woman I spoke to Odwa gave me a very bad attitude and refused to assist even to call her manager which she refferred to as BT. she refused to give me hers and BT\s surname