Refund not paid since 1st June 2020

I bought some items online on the 29th May and my bank account was debited on the 31st with the amount. We selected to pick up our order at the store which was available on the 1st June. Upon receipt i noticed that my order is much less than what I've done and what was debited from by bank account. I inquired and was informed that i will received the refund. I contacted PicknPay online on the 2nd inquiring when will i receive this refund. I was informed by a very rude client care agent that it should be within the next 5-7 days. This obviously did not happen and when i contacted them again on the 10th, i received a reference number stating that the original information with regards to my refund was incorrect and never loaded and i should now receive my refund within the next 4-5 days, which has also not happened. I contacted them again yesterday, public holiday and the lady informed me that they don't deal with such issues on a public holiday i must send an email and i would receive an immediate response. I have send the email and needles to say i have not received any response as yet. I have also send another email about 2hrs ago and no response again. The call center agents require training on how to deal with customers and also on what the policy is with regards refunds. They are not completely equipped to do their job. Now, what is my next step to receive my refund?????