Pending Money Payback

Online shopping - after payment was deducted from my debit card, the day before delivery, it was shocking to see that there were still a lot of items not supp****. After contacting the call centre, they advised that i will have to wait 7 working days max for my balance to be paid back into my account. 2 Weeks passed still no progress. I have made countless calls, only to be told that it has been escalated to management and a second letter will be emailed to my bank, which will advise them to release my money back into the account. Upon follow up, the bank has still not received any instruction from PicknPay. Pay back my money !!