online order

Good day I did an online order on the 20th of April and I paid immediately via OZOW and the payment went through with order number: *** but for some reason your system cancelled my order. Then I contacted customer service via whatsapp spoke to Zama she asked for my details including my bank statements which I did on the 24th and she told me she will investigate and the refund will be done in the next 3 days and I waited for her to get back to me. On the 27 spoke to Shaista explained everything to them from and I was told the matter was escalated to a team leader and she gave me a reference number: ***. On the 2nd of May spoke to Mahashwari via whatsapp with no help they just closed the conversation. I tried again on the very same day spoke to Thembeka she also closed my chat with no help same day at 17:29 I spoke to Noxolo who made me hold from 17:30 till 19:37 and resolved the chat with no help. I have sent my id, proof of payment and bank statements to *** and Precious Mqadi told me my details are updated. I’m not getting any help from you customer service department. What needs to be done now?????