Refund-useless Call centre

I ordered on superbalist 3/10/24,they decided to split my order into 2,received two sms that both my packages are ready for collection,when i got to the collection point was told only 1 package was received and i should refer back to superbalist because it was a sunday i couldnt reach them,the nezt day i called superbalist and they told me my order has been delivered i should go back again and call when im there,never mind the fact tgat im using my petrol and airtime to call them,eventually i requeste cancellation,and days past without hearing anything,decided to call them again and they told that the package is under investaligation because they are missing an item in the package and they would be able to refund me,nor tell me when will the investigation be done!i still dont understand why they would not refund me,they should learn a few things from their fellow online sides