Waiting for ebucks refund!

On 13 August 2015 I placed an order for a Zulu Brew Coffee for one. When I received the package I was dismayed to find the mug with a measure of 125ml which was not mentioned on the website. I promptly called the contact centre to request a refund and the package was collected on 18 August 2015. To date I have not yet received my refund of the E-bucks I used to purchase the product. I have called the contact centre many times only to be placed on hold wasting my time and money for over 20 minutes at a time. Please advise when I will be refunded my E-Bucks?