Lack of service when cancelling online orders - First and last!

I placed an order 09 December 2019, only to be advised after the purchase that the order will be ready for collection in 7-10 working days. As I needed the goods by the 13th of December, I had called in to try to expedite the order. After being told that they could not do anything, I had cancelled the order.

Subsequent to this, I was notified on 23 December 2019 that the same order that I had cancelled was ready for collection. I had called in again to find out why this was so as my order was cancelled. At this point in time I had still not received my refund. The call centre agent advised that the order was not cancelled, and proceeded to cancel the order. He also advised that someone would contact me regarding the refund.

Yesterday, being 29 December 2019, my collector (stipulated on the purchase) was called by Makro Carnival and asked when she was going to collect the order. WHY ARE THEY CALLING IF THE ORDER WAS CANCELLED ON THE 23RD??? I specifically confirmed with the call centre agent if the store would be notified and he confirmed that they would!

AND WHERE IS MY REFUND???? I have been struggling for weeks to cancel this order and get my refund! THIS IS PATHETIC CUSTOMER SERVICE ON THEIR PART! Now after waiting 10 working days for the refund only for the order to not have been cancelled, I guess I have to wait another 10 working days to get my money back!