Awaiting refund

I first tried to place an order online for an iPhone on 21 February, the payment went through and I received an order confirmation email and later in the evening, I received a mail to say order cancelled. I was extremely confused as the payment had gone through on my end. I sent numerous emails on this issue and I am still waiting for my refund. It has been almost 3 weeks that the Istore has R26000 of my money and I am told to be patient as they are doing due deligence on their side (which should have been done in the first place). I also opted to do the trade-in option and still have not received that credit or any clear correspondence on it. I am stressed and shocked on the service of the iStore.