refusing to refund my money

I bought a router online on the 6th of December, i realised i had used the wrong ID number so was not going to be able to collect. I used ask rain to cancel the order immediately on the same day and requested a refund. Up to date, i have not received my refund, i call every other day and im told the same story that they will escalate. This has been the most frustrating process ever, to get 524 rand back has never been this hard ever. They tell me i cant speak directly to the billing department and have to wait for every agent to escalate. If Rain doesnt want to refund , its best they just say so other than wasting my time with calls and agents and escalation numbers that yield nothing