Extremely Bad Service

I bought groceries for asap delivery on 29th August, the payment went through but the order wasn't generated. I phoned immediately and was told to request a refund. On the 5th of September the refund was credited to my account and debited again the same time. I phoned again to tell him what happened, they acknowledged the error and promised to refund. I have been phoning weekly and to date, 19 September 2025 I still have not received my refund. This is such an inconvenience as I am in need of my money.