No refund for merchandise returned a week ago.

On 26th Oct I logged a return of a Bosch HOB that arrived but was the wrong model. The return was scheduled for collection on 27th Oct as it was urgent due to the fact that I have builders renovating the property for a limited time. On 27th the return got automatically cancelled by takealot, as I had asked if it was possible to exchange the hob during the return. I asked them to please continue with the return for a credit refund, which then had to be rescheduled. It was scheduled for Friday 30th Oct. This was never updated on my online account tracking. On Friday I received an sms randomly saying the collection had been moved to Tuesday 6th! I contacted an agent immediately and said this was not okay, as the return was urgent and I would drop it at a drop-off point. I recieved an unapologetic response stating that if I wanted to drop-off, the whole return had to be cancelled (AGAIN) and relogged. 20mins later I recieved a call from a driver outside the property to collect the item. I told the previous agent that the item had been collected despite the misleading sms, and his ridiculous suggestion to start the whole procedure again. Now since the item has been collected, no update has been logged online, no refund has been processed and I have been passed from one agent to another each one more inept and incapable of resolving this issue. I provided the waybill number signed with the collecting agent. On Wednesday I recieved a call from Manfred Morkel (supposedly a senior staff) who offered a bunch of unacceptable excuses as to that they couldn't locate the driver who was a 3rd party agent, to the fact that the item needed to still be delivered to their DC. I informed him that none of this was my problem as the consumer, and that as soon as the item was collected responsibility and possession was on them the merchant. He assured me the refund would be processed immediately as the item arrived at DC. He also confirmed that it was en route to the DC that day. Today Nov 6th marks 1 week since the item was collected. I still have not been given a refund. Manfred is now unresponsive to emails. It appears that Takealot has lost my return. I demanded a refund yesterday, as the merchandise is now their responsibility and cannot be held ransom to their erroneous logistics. I am logging a formal complaint with NCC today as this frankly constitutes theft.