Bad Business practice or ****?

I recently ordered from M&M Functions (M&M Funtions on facebook) on May 1st for the week of May 3th(starting from the 4th) (daily meals delivered).

On the 4th of May i get a text saying the person was in an accident, cannot provide that week and I'm offered a refund or to reschedule the meals. I choose to move the meals because it seemed out of her control. I also make a different plan for food that week. (rescheduled to Week of 18th)

8 May I am asked by the person to send a message since her on Whatsapp since her phone broke. I do that and ask how she is.

May 11th I ask for the refund that was offered because I've decided to go a different direction with the food. She agrees and takes my banking details. but then her banking app isn't working and it will be sorted the next day in a bank branch

May 12 I enquire and am told that she asked her assistant to do it and and is sure she has. Sorry for the delay (No proof of payment)

May 13 I ask again, apologising for bothering. Today the excuse is her assistant couldn't get to the bank yesterday, but will definitely do it today. I ask her to please follow up with me, and in return I get confirmation that she will and an apology saying she had blocked her app on her phone. (No proof of payment, no follow up even when asked later)

May 14th I ask if there has been an issue refunding me. Her response is that there isn't, but her assistant has been a bit busy with a wedding this weekend in Pretoria. She says her assistant promises her she will get to it today. I ask to be kept updated. I get another apology. Later I ask about it, and she says she will update when her assistant gets back. I thank her. There is no update, no proof of payment, but there is a deleted message on Whatsapp.

May 17th. Since it was a weekend, I just let it be. Though at this point I'm 99% sure I have been ****med and won't see the money again. I ask about the refund in the morning, and again in the afternoon. The afternoon message gets a reply with her assistant did the payment, and that the assistant is just busy with a client then will send the proof of payment. (No proof of payment received)

May 18th. I ask again. No reply

May 19th I ask again, no reply on Whatsapp. I also try Facebook messenger, where there was no reply at first. Later in the day I post on the business page, as well as the thread where she recommended her business to me. That gets me a Messenger reply. Now she is in hospital, her partner will be taking over for her for a few months. Reiterates that she believes the payment was made. She apologises for the inconvenience and is sure it will be sorted out soon.

May 20. No payment, no Proof of payment and no contact from her partner

I really hesitate to use the word "****" here but this is what it feels like. If any of the story is real, it is awful and my heart really goes out to her. But why not hand me off the the assistant who is meant to have done the payment, who can send me proof of payment and actually help me if it is a genuine mistake.

TL:DR I seemed to have been ****med by this company, after a week of promises and excuses with sob story thrown in, I doubt I will ever see that money again