Failed order-no refund

On the 30th of January 2025 I made an online order that I paid for via instant EFT, somehow the order got canceled but the payment still went through.

I panicked and called the call center for assistance, and gave my details and explained what happened .

I needed the items, so I made another purchase for the same stuff, I then used a different payment method to pay,and that order was successful.

The following day I called to follow up on my refund for the failed order Zanele responded to my enquiry and said my failed order is now on a "shipped status" referring to my second order that went through, that was not even part of my enquiry!!!

I had to explain to her that, those were different orders, same amount, same items, different payment methods, I'm queuing the failed order, and need refund..

After days and back and forth emails and me having to send them statements to prove that the money did go off and was never reversed.

I was told that ,it has been refunded and would reflect in my account after 3 working days.

That was Thursday last week.today is day 4,no payment has reflected. I can not express enough how stressful this has been, I'm pregnant the last thing I need is to be this upset over your system error an *********** staff members.

How can a local payment take a week to reflect, unless it was never done in the 1st place?

The amount of airtime I spent calling your call center and time I've wasted on this matter is insane, when I've provided everything needed to support my enquiry.

I didn't receive proof of payment, it was just confirmation from Zanele who didn't even give her last name,and her team leader's call to confirm that my funds were refunded.

I'm very disgusted and disappointed at your service and how you handled this matter.

Please process my payment instantly. Reference number for this is :***.

If your calls are recorded as you say they are ,you will have a record of my endless calls regarding this matter.

Upset customer.