Failed order, money not refunded

I made a online purchase on the 15th June 2021 to the value of R574.97. For some reason the purchase got cancelled after the money was taken from the bank account. I am being sent from pillar to post requesting for my refund and no one is telling me when will I receive my refund. The consultant Shaun from the call centre promised me that one of the managers will give me a call that would have been the 22nd June 2021 and still no call. I want my refund and no one seem to know when it will be paid