No refund/uncontactable

I ordered through Manicaa/Karibaa in August The order was cancelled I was promised a refund Gave my bank details I am still waiting for my refund of over R1600 Have tried to phone in over 10 times-I let it ring till it cuts off Once the phone answered-the woman said she was the only person there and didn’t know what to do to help me I have sent over 100 e-mails to both companies Standard reply- a consultant will contact you within 48 hours I have never been contacted- either by phone or e-mail So unsure how to go from here to recover my money