WHERE'S MY MONEY?????!!!!

ON 26 AUGUST I PURCHASED A PAIR OF SHOES FROM Veldskoen Shoes LONG STORY SHORT I ENDED UP REQUESTING A REFUND ON 12 SEPTEMBER ON THE 18 SEPTEMBER I RECEIVED A CALL FROM THEM INFORMING THAT I THE "CUSTOMER" HAD TO DO THEIR JOB AND CONTACT SOMEONE TO REQUEST A REFUND AS THEY DIDN'T KNOW HOW TO ACTION THE REFUND!!! PLEASE EXPLAIN TO ME HOW YOU OFFER A PAYMENT METHOD IF YOU HAVE NOT DONE YOUR DUE DILIGENCE IN CONFIRMING HOW A REFUND FROM SAID PLATFORM WILL NEED TO BE ACTIONED??? IT'S NOT LIKE THEIR PRODUCTS ARE AFFORDABLE EITHER. I'VE EXPERIENCED SOME TERRIBLE CUSTOMER SERVICE IN THE PAST, BY THIS IS FAR THE WORST I'VE EVER EXPERIENCED AND THAT SAYS A LOT FOR A COUNTRY THAT'S KNOWN FOR BAD CUSTOMER SERVICE. TO THINK THEY HAD THE GALL TO ASK ME TO PURCHASE FROM THEM AGAIN, BUT THIS IS HOW YOU DEAL WITH THEIR CUSTOMERS????!!! EVENTUALLY I ENDED UP CC'ING THE PAYMENT PLATFORM, payjustnow ON OUR EMAILS AND WHEN I ADVISED I WOULD BE ACTIONING A MASTERCARD CHARGEBACK DISPUTE ON 29 SEPTEMBER payjustnow REP**** WITHIN VIRTUALLY MERE SECONDS THAT I HAD BEEN REFUNDED ONLY TO FIND OUT IT WAS ALL A LIE AN I HAD IN FACT NOT BEEN REFUNDED AS THE FUNDS HAVE NOT BEEN REFUNDED AND THE FUNDS ARE STILL WITH PAYJUSTNOW!!! WHEN I CALLED TO ENQUIRE WHY THIS WAS THE CASE THEIR MANAGER NATASHA TOLD ME I HAD TO KNOW HOW AS A CUSTOMER HOW THEIR PRODUCTS WORK??? NO!!! I'M A CUSTOMER NOT A EMPLOYEE SO THE ONUS IS NOT ON ME TO KNOW HOW YOUR PRODUCTS WORK. AND I'M NOT ASKING FOR THEIR MONEY I'M REQUESTING MY MONEY BACK THAT BELONGS TO ME!!!!