IRREGULAR, DISGUSTING AND UNACCEPTABLE POLICY. I WANT MY MONEY BACK ORDER NO:***

I placed an online order with Mr. Prive on the 12th Dec 2020. I had requested to collect the order at clearwater mall. The items were delivered in clearwater on the 17th. 2 weeks ago i sent an email requesting that they cancel my order as i was unable to collect it and to refund me. I got an automated response confirming receipt of the email. On the 11th, i called their customer service and made the same request. The lady i spoke with said no problems, i should have my money within 48hrs. On the 13th when there was no money, i called ahain. This time the lady i spike with said they can give me a gift voucher as a refund is not possible because i chose the eft option. What a lot of bull!!! I want my money back. I do not want a voucher. If its not possible, why would the first lady i spoke with say she cancelled my order and i would have my money back in 2 days. I think this practice if really exists, is morally reprehensible and disgusting. I asked for the order to be cancelled twice, by email and when i called and was told my instruction has been captured and i would be refunded in 24-48hrs.