My money not refunded

I forgot to change my address. The driver called when he was at that wrong address. I told him I do not live there anymore and I asked him to come to the right address,wich is about 5 minutes from the old address. He told me he will come back to me,instead an agent called. The agent told me to cancel the order and place a new order,money for the other order would be refunded after 4-5 days. I did that. But my money hasn’t been refunded ,that was in December 2022. When I called yesterday I was told that because I didn’t do a follow up within 48 hours I have forfeited my money. I don’t understand how I was supposed to do a follow up after 48 hours when I was told my money would be refunded in 4-5 days. I do not think my query was escalated ,I’m suspecting the person I was talking to didn’t consult. He told me that the food I ordered before anyway went to waste. Which I do not believe,I believe I was sent the same order cause I ordered from the same restaurant and exactly the same food . I don’t think they prepared the order from scratch. And I was willing to collect my food but I was told that I must simply cancel the order and place a new order. They owe R205 and they are telling me I forfeited the money when they suggested the “easy way” to me. I’m disappointed and feel I’m being taken for a ride here. Funny the guy I spoke to when I called said there is no record of communication between the driver myself and the agent,but he was able to pick up old record that was before the one in question . How is that possible?