Failure to take responsibility for their mistake.

I ordered a product on 7 January, but as soon as I made the payment I realized it was the wrong product. I immediately emailed them and also contacted them through their online platform to ask for an immediate cancellation, seeing as it was marked for collection. I received a reply from Keegan the next day confirming that they can cancel shortly and that the refund will be in my bank within 5 days. A week later I had still nto received a refund and followed up. I was then informed by Thobela that the cancellation was never actioned and I would have to wait another 5 days for my money. I insisted that the money be in my account immediately seeing as it was their fault and not mine. I contacted them via Facebook and email, constantly asking for senior management to contact me, to no avail. They kept giving me a standardized response about how the refund time is out of their hands and up to the bank. This is disgusting customer service. They are punishing the customer for their own mistake and incompetence. I have not received a favourable response from them and the money is also not in my account yet.