Please process my refund.

I did an online order on the 10th of September 2018, but the electronic card payment tab closed, and my order moved into the "awaiting payment" status. I then processed an internet banking payment into the Mr. Price account for the full amount. 3 days later and the order status had not changed, and I emailed ********** to query why the funds where not reflecting. The consultant, Samantha Coopsamy, requested proof of payment, which I emailed to her. She then came back and said the order was cancelled and i had paid the money into an account which was "not the online account number" and i needed to request a refund from my Bank. I advised her that i selected the account name "Mr Price" from the public beneficiaries tab on internet banking. I called my Bank and was advised that the drop-down was the the same Mr. Price clothing group, and that the account number which pre-populated as part of the internet banking payment (under public beneficiaries) was the correct number for this beneficiary. The Banking consultant advised me that because it was an internet banking payment, which had already cleared into the account of Mr. Price, they were unable to reverse the IB payment, and Mr. Price had to effect the refund to me. I emailed the consultant the proof of payment and requested a refund on the 14/09/2018. She rep**** on the 18/09/2018 say the same thing she said previously, about the account "not the online account number". She was not understanding what i was explaining to her, that the banking details populated under public beneficiaries is Mr. Price, and the money is in their account. I asked that she escalate to a Manager to understand my query and get back to me. She ignored me. I have emailed the generic mailbox ********** for feedback on the 20/09/2018 and 21/09/2018 and 25/09/2018 and 26/09/2018 and my emails are being ignored. No acknowledgement to say a senior manager is investigating to assist. The attitude is that its my problem and i must deal with it. How can i deal with it, if the money is in their account. My Bank says they must refund me because it has already cleared in their account, and now they ignore me, with my money lying unposted somewhere on their side.