Cancellation issues have impacted on my refund

I made a purchase on Takealot's website last Friday and paid the additional R120 to have the items delivered to me on the same day. After placing the order, the system showed that delivery would only take place on Tuesday, 29 June 2021.

I promptly contacted Takealot and the person advised that he would cancel the item/ s which impacted on the delivery for the day. After cancelling 1 x item, the system never updated.

As a result, I placed a second order (my total purchases of around R9600 on the day) so that I could receive my items the same day.

I was advised to wait to receive an sms when the actual delivery was being made and only then could my order be cancelled and the money refunded to me. It's an amount of R5400.

I've now spoken to 3 x representatives at Takealot and they cannot seem to process a simple refund to me.

What is the hold up? Why do I have to beg to get back my money?