*********** STAFF

So I purchased items on line and not all items were delivered. I call the call center (this was the first of 3 attempts) and was explained that the money needs to be refunded but they will escalate the matter. I will then get SMS or email to say its resolved then I must call them back to get reference number for the bank to release the refund!!!So I get the email and call bank and they cant find ANYTHING on record. I call again and am then told it can take up to 7 days!so why didn't your *********** staff inform me of this in the first instance?!They tell me I must just call bank. Oh and they cant even tell me which area of bank or who I need to speak to. So spent almost hour on ph just trying to get to the right division. So my complaint is not just about your *********** staff but also your refund process its ridiculous. Online shopping is supposed to be easy and convenient. But if this the process then I will rather go into the store and buy. How is it the clients fault if you don't have stock but then I must call around for reference numbers and call bank?!Is this even the correct process?!