Horrible service

I placed an order for delivery from ASAP the 30 July, the order was not delivered yet the funds was deducted. I called customer services to query this an I was advised I will be called back. Due to no luck with this we called again and spoke to a Nicole Brandt that sent me on the 4th August a screen shot of the amount to be refunded. After not hearing back from them I called again on the, 11 August to enquire on the refund and spoke to Nicole Brandt she advised that there was a problem with their system and requested my banking details. I then insisted that when payment is made if I can get proof of payment. I spoke to Noor the 13th August apparently his the social media Manager and he advised us that he will call us back once he gets I for regarding refund, Nicole called us back and advised that the was no available to release funds in the refunds department. I then followed up on Monday the 15th and spoke to Yolanda Tsotsi Ngxekana that confirmed that it was done Saturday the 13th I then insisted on proof of payment and she said she's still waiting to receive it from Monique to day no proof of refund and no funds???????? What do I do