Refund

I have sent through my bank statements which shows that mr p debited me 3x R349 when I did online shopping and there was a technical error on mr p side and they cancelled my order , I contacted them they insisted my refund had been done and if not please send them my bank statement which I did, I now receive an email from Sithembiso Ndlovu stating that it does not reflect on their side and I should go to my bank to resolve this issue. This is such an inconvenience for me if only the finance department from Mr P can do their job thouroughly. If I go to the bank and they verify what my bank statement shows What then ??? how will I get my time back for a runaraound that could of been avaoided and What will happen to your staff that cannot do their jobs that they are getting paid for!!!! I want this to be double checked!!! And I want my refund!