Whating for reimbur*****t

I made an online order with Mr Delivery on Saturday May 2020. There was an error and my monies went through to Mr Delivery but not my order. I called Mr Delivery immediately and spoke to Jasmina. ( sorry if name spelt incorrectly). She said that she can see my order that was not completed. She asked me to email a copy of my bank statement for proof of payment to Mr Delivery, which I done immediately. Once my bankstatent was viewed by her she said it would take 48hrs to 5 working days at the latest for my monies to be paid back into my account. I am still waiting and everytime I email Mr Delivery I have to relate the story again. I tried to call this evening, did not get the agents name but after explain ING my problem I was cut off.. I sent numerous amount of emails, asking for a manager to call me back to no avail. What do I do to get help