Bottles app

I placed an order on the 15th of April and 2 items were out of stock so I requested a refund. I waited for the money for 6-10 days as suggested and haven’t received payment. I called the bottles customer care number and was told the payment was done and I should contact my bank to query the payment and proof of payment(which I’m still waiting for) will be sent to me. I contacted the bank and they could not pick up any payment so I contacted customer care again to ask for the proof of payment so I could give the reference to the bank so they could check for the money and was then told the payment was declined and the refund was never done.I then give alternate details so the refund could be done and was told to wait 7 days. It’s been 13 days now still no payment so I called in today and I’m being spun the same story that the payment was done and I should check with the bank and proof of payment will be sent to me immediately it’s been 5 hours and no proof of payment. I don’t know whats the issue but something needs to be done this is totally unacceptable.