Samsung taking too long to acknowledge their negligence

I bought a phone from Samsung on the tenth of November. It was on a Sunday. I'm using Float, one of their payment methods, which allows me to use my credit card to pay. They said they would deduct an installment amount of R650. However, they deducted the full amount of R2,000. When I asked, they said there was another amount reserved for the purchase until the order was fully paid. I didn't agree with what they did.

So, on the eleventh of November, on Monday, I decided to cancel the order. I sent an email to Samsung's cancellation email address, (link unavailable) They rep****, telling me they were processing the cancellation and that the refund would take 7-10 days. Okay, I understood that. Days went by without hearing from them. They didn't tell me anything.

Up until Monday, the eighteenth of November, I received a notification message saying the order was out for delivery. I asked myself, "How is the phone going to be delivered? I cancelled the order." I quickly went to Samsung's Chat Support, which is available 24/7 online, and chatted with them. I told them about the issue. The Chat Support agent told me that the Korea company was at fault for not canceling the delivery. Okay, so I relaxed, thinking the issue would be resolved.

Only for some time, my mother told me that they delivered the phone. I told them again that the phone had been delivered. "What to do now? Will you collect the phone?" They said yes, they would collect the phone. They took my address details and other information. I thought they would collect the phone the following day because this was their mistake, not mine, that the phone was delivered. I'm only expecting a refund, and seven days have passed. So I'm going to wait for ten days, and I told myself that I would wait for the entire ten days until I get my refund or complain.

Ten days passed, and they still didn't respond. Even when I got in touch with them, they didn't come back to me. I still kept chatting with them every day, telling them that the phone was delivered and that I'm expecting them to collect it. They are not getting back to me. They tell me on Chat Support that they will call, but they have never called.

Up until today, the twenty-second of November, I received a call from Samsung. I'm only receiving this call because yesterday I wrote to Hello Peter, and yesterday I got a reference number for my SMS number, and today they are calling. Also, when they called today, the Chat Support agent told me that they tried to call me in the morning, whereas they didn't, because since morning my phone has been with me. I have never left it. They have never called. They were lying.

Now, the agent calling me told me that they asked if I'm okay with the goods or if they must arrange collection. I told them to arrange collection, and they told me that collection will take up to fourteen days. How can it take fourteen days if it was my mistake or my negligence when it is their negligence? I'm expecting my refund. Fourteen days will soon be passed next week since I reported my cancellation and asked for a refund. But they still want to go another fourteen days, whereas I need to use my money.