Online Refund for service not provided

On the 4th of November I placed an order via steers online services at the steers Queensburgh Engen branch and proceeded to make payment online with my credit card. Upon making payment the order "timed out" and was not completed, however the funds were deducted of my account. I thereafter received an SMS stating I would receive a refund after 5 working days and it has now been 12 working days and still no refund! I called steers and spoke to a manager named Pumulani Ntuli and invited him/her on whatsapp and provided screenshots as proof of everything. He/she proceeded to state that they will contact Yumbi, there online service provider, to handle everything and Yumbi stated that the refund was issued. I then provided my bank statement providing further proof that the funds were not refunded and have yet received any feedback. I advised the manager to possibly provide a steers voucher to make things easier and make all this go away however he/she chose not too. I previously logged a query via the help bot on the app and sent an email to *** prior and did not receive any feedback either! This is absolutely preposterous service, I demand my refund!