Order short delivered yet i was charged for the items

I have repeatedly had to follow up on items on my Order number : *** since th 16th December 2021, where meat pack and burger patties were not delivered yet i get the pick n pay representatives who continuously mix up the order and give me incorrect feedback. I have a call recording where i was assured this will be resolved and I will be refunded accordingly yet to date nothing of the sort has been done. When will i get my refund and how much longer do I have to wait. I do not have such appauling service from any of the other shopping platforms. I would appreciate being taken seriously.