Refund on returned TV

I bought a TV online but due to connectivity issues the order went through twice. I have returned the one TV on the 4 of January 2023 and I am still waiting for my refund. I follow up regularly with them but for the past 2 calls I had to hear their system is down and they cant assist me I have to call back later. This is really not acceptable. Surely there must be a way for them to assist their clients better.