No communication being ignored!

I ordered from them accidentaly chose the wrong delivery station. Contacted them to sort me out. They said once I am notified when package is ready for pickup they would arrange for collection on their side to refund me. I have been emailing for more than 2 weeks. Phoning constantly. They are not getting back to me they owe me over R 1200. But its like no one knows what they are doing they keep reffering me to other people when I phone. They have a costumer care but frankly there is no care just horrible communication. Why ask people to email when they dont reply at all! Worst service!