Refund for service not rendered

I bought edcon vouchers to the value of R3000 via the Multiply online shop which cost R2100. The following day I alerted Multiply that I did not receive the order and I was asked to send an I am only being told via email \Please be assured that your enquiry is receiving priority attention and we will contact you with feedback as soon as possible. "We take pride in ensuring our customer's satisfaction. \"" Their initial email read as \""Kindly be advised that we have referred your query to the online shop department and we will provide you with feedback within 48 hours\"" which was on 9 December 2015 and their last email was on 11 December 2015. To date I still haven't received the refund/or the acknowledgment of the fault. <br> Please process the refund immediately"