Lack of communication - Waiting on Refund 30+ days

I placed an order on 14th December 2024 and chose the option to collect it at their Cape Gate branch. On 26th December I received a notification my order was collected. I started panicking because i was away for work and definitely did not collect my order. I contacted the Customer service department and they got hold of the store to find out what had happened. I received a call back explaining that if orders are not collected within 10days it will be cancelled and a refund will be processed to the same method that was used to pay for the order. I received proof of the credit note that was created for the order and was advised this is proof my refund was done.

Today is 30th January 2025 and I still haven't received my refund. I've been calling and sending emails, but the only feedback I get is "The matter was escalated. Feedback will be provided in 24-48 hrs". I'm so frustrated at this point.