Refusing to refund me

I was about to pay for my shoes at Legit Ssohanguve Crossing Mall when electricity went OFF that caused my transaction to hang inn their system.I was then asked to bring bank statement and ID copy to resolve my refund but on 4 times of sending my documents,they still failed to refund me.I even called Legit call centre to seek assistance without success.I feel disrespected as a customer and the instore assistant even blocked me on whatsapp when I tried following up with her.