Number 1 bad customer service in SA

I made an online order Nd later cancelled it. As per their policy a customer is refunded after 10 days. I’m on day 20 day and still no refund. I contacted the the contact centre and the agent promised to escalate the matter with the finance department. I also took it up on X and I’ve been asking for feedback with no response. What customer service is this, is this how they treat their customers? I’m so disappointed.