No refund

On 29 Nov I ordered and paid via EFT for an online order ( ********** 45681). I collected the order in store on 12 Dec. Two items were misusing. I phoned customer care who advised that when the order status changes to delivered I will receive refund voucher within 24hrs (ref - ********** ). I logged a query as well just to simply be told that the misssing items were out of stock (***). I still have not received myvrefund nor has the status online changed to delivered.