Bad service

I don't kmow what is happening with you as it seems like a lot of people are struggling with refunds. After numerous conversations, I still did not get my refund. I bought something on the app on Friday after which payment went through, but the order wasn't placed. I phoned and Melissa said they will put the money in my wallet and I can re-order, will take 10 min. After an hour, I phoned again and was told it cannot go into my wallet, they are on the phone requesting a reversal for the funds and ot would be available after 2/3 days. Today it is 5 days and no reversal yet. Again I had to phone to ask what is going on and then suddenyl they can't se my payment????? No I have to send my banking details as well as proof of payment???? That is absolutely ridiculous? Are you going to refund me the proof of payment as well, because you do avtually pay for that. I do not want it in my wallet anymore, because on the first day I was promised it would be there and it wasn't, why NOW suddenly can you do it. I will not send proof of payment, you can ask your bank for a statement as I allready had to go through all of these hassles. Please see to it that I get my refund or I will take it another step further as promised.