Polo Order-refund

I ordered online ,paid via eft,my order was delivered but not complete,the money was never returned and I have been trying to get my refund for the items that were not delivered since December 2022 November,I call every second day since December but no one is willing to assist,i have sent several emails but no update regarding my refund,bad service indeed,how could they take money for something that they did not have but unable to return the money to the same account that they deducted from