MRP Online didn't give me my refund

I made an online purchase and the system automatically deducted an online voucher which I had already used and I continued to make the card payment for the purchase. After a week, when I check the status of the order, it read 'submitted CC' so I called the call center and I was asked to send my proof of payment so they can issue a voucher for the amount I paid. I did that. Then I was told that the finance department can not track my payment and they will contact the bank. I made a purchase on 19 February and my inquiry has been pending for over a month. I'm no longer receiving any correspondence with regards to this.