Refund

I have had the worst experience with these guys, according to them they have paid my refund to me on the 04th of November 2022(from FNB account to an OLD MUTUAL account) mind you i havent seen the money in my account up until today, and then they have the fine cheek of not replying when you send through and email. When i asked this lady assured me that the money was paid into my account when i asked if it was released she confirmed. How can you expect me to order from you again if you cant even refund a double payment that went off my account?