Online return not be refunded!

I returned a product purchased online to the Woodmead branch on 25 November 2017. I was told the refund would reflect in my account within 7 working days. It is now 19 December 2017 and the refund still does not reflect. The online call centre does not answer their phones or the call cuts every time I get transferred to the online department. I have been back to the Woodmead branch to get assistance, they cannot help me either because it was an online purchase. I am owed R699! Please can someone help, this is very frustrating!