Refund not received for one and a half months from POLO SA online store

I placed an online order for two items on the 26th October 2023 which I paid for using Payflex. I received a confirmation email. The next day I received an email to say the order was shipped. I was expected expected receive the order on Wednesday, 1st November however it had not come. Thereafter i went to the store at the Midlands Liberty Mall and purchased my items for cash. One the very same day, I logged in a return for the items as I no longer needed them. Someone contacted me and confirmed the return followed by email confirmation. Payflex requires the merchant (Polo) to send through confirmation of return in order for the funds to be returned to the account. I have continually tried calling the online store to find out the progress on this procedure. I have been calling them for the past one and a half weeks but the calls go unanswered. I have contacted the head office. Each time I'm being transferred to the online store and yet again, the call goes unanswered. I had my details taken on two occasions which was to be sent to the online store so that I could be contacted directly but this has not happened either. Payflex is still debiting my account despite me not having the items. It's one and a half months now with no help from POLO SA whatsoever. Absolutely pathetic customer service. I will definitely not be using the online store again .