Horrible service

I received an email on 28August 2024 regarding a cancellation of a product and should expect a refund within 3-5 working days… 10 working days later 11Septrmber 2024 I called to follow up on my refund I spoke to Shanon who advised the refund is not received from the vendor as yet and I should allow 48 hours for feedback. Today it’s the 16th September 2024 still with no feedback I called and spoke with Okuhle still advised the refund is not processed and that she will follow up. Please tell me now why am I again receiving an email that I received initially of the refund being processed and I should wait 10-14 working days where else I’ve already waited 13Working days??? What kind of nonsense is this??? How much patience should I have to get my refund? Why am I not receiving feedback on my follow-ups and why should I always be following up??????