Bad experience

I made an order on 29 July 2021 and the payment did not go through on that day. Then, I received the email on the following with the 'Pay now' link so I clicked the link and it took me to my profile and I made the pay by Ozow option on 02 August 2021. Immediately, after I have made the payment the email came, telling me that the order is cancelled. I requested for refund and received and email telling me that my email is received and the shopping assistant is reviewing it. In the end I received other email asking me to send the following: bank name, - branch code, - account number - payment reference used - the amount paid to the recipient. I sent the bank statement with all the details but up until now I have not received my money back.

Please advise.