My refund vanished

I have been expecting my refund from this horrible online store for 2 months now. After withrawing from their wallet I was told the money would reflect on the bank account I used to make payment but nothing like that has happened.

When I send them emails they keep sending me proofs that they have processed the funds but I am confused why is it not on my Nedbank account.

I have tried calling Nedbank to check but there is nothing.