Order Cancelled and Money was not Returned

Very bad service , i placed an order on the 19th of. December for R798 , however my order was cancelled and i didn’t get my refund .I called and asked if they can rectify the issue the consultant are busy taking me back and forth ,saying i should contact the bank of which i did that .The bank explained to me that they can’t do that as the money is not in their account.I called back Superbalist and explained to them what the bank said .Now they are telling me i should go to the bank and ask the consultant to contact them where as i have provided them with my bank statement and my card details to prove that i did make the purchase .I am very very disappointed with superbalist service honestly .rectify this asap