No delivery received but still no refund-

On Monday, 8th February 2021, I placed an order on the Bottles App (order no. #746639, I checked the driver and was confident that my delivery was on its way. I then log into the app and apparently my order was delivered but I hadn't received it yet. I then send a message to support on the app as well as an email. After explaining numerous times that I had not received my order( and many back and forths later) I got a text from support on the app that a refund had been processed and would take 3- 7 working days, I sent a follow-up email to them on the 7th working day asking about my refund and today the 9th working day I am yet to receive a response from them and still no refund received.

I believe that they believe that I received the goods, I live in a complex and I received no call from security regarding a delivery, they are free to investigate and proof that the goods were delivered to me, there are cameras at the gate, and show that indeed the delivery was made to me, I just want my money back. I do not understand why I must beg them for my hard earned money.