No one willing to help

On the 18th December, I ordered a R5000.00 PS4 bundle online with an extra game. I paid same day as you duly have to, after phoning on Monday 21 December, i was told that the items were handed over to the courier and was given a waybill number. I contacted the FedEx and spoke to an extremely helpful lady in customer support (not being sarcastic) and questioned as to where the parcel was, I was told it was in transit from Durban, so I requested that I want it by the following day. The following day it never arrived so I called in again and was told that the item was never given to them by Incredible Connection, I contacted Incredible Connection to find out why it wasn't sent, I was told it was, yet I wasn't asked form my waybill number. after being *****ed around for three days I demanded a refund from Incredible Connection, a refund request was put in, but no one from the finance support would dare contact me to help me or to give me my refund. I am utterly disgusted with the service of Incredible connection. To date I am still with out my refund