Unsatisfactory service and communication

I made an online purchase on 26 September 2024 and the goods were delivered on 27 September 2024. Order nr. ***3. I really don't get joy from shopping online at Pick n pay. The 10 body butters that I selected indicated that they were available and not out of stock. My full my order was as follows: 10 body butters, (which im still waiting to be refunded for), 2 wash powder sheets and 20 hand washes but I only received 18 hand washes. I called call centre regarding refund for the body butters that I did not get. The agent told me that I must call my bank to release the funds. Called my bank and they said nothing reflected on their side and pick n pay still had the funds. I then called Pick n pay the next day wit 2 queries the refund for body butter and a refund for 2 missing hand washes that I was charged for. Agent sent me a letter for me to send to my bank to release the funds and she said that I would be refunded for the 1 hand washes and the funds would be put on my smart shopper card. Ref nr for my calls are: *** and ***. I'm waiting for feedback as since then I have not received any refund.