Phone keeps cutting off, refund not allocated to bank

mom placed an order which arrived incomplete. We have logged a return and asked for the funds to be refunded to her bank account. The funds are now sitting on her Takeakot account which she wants in her BANK account. I have been unable to send it to her bank account from your app and haven't been able to talk to anyone at Takealot. The phone number just cuts off. Can you please refund her money to her bank account. I am adding her details below to be contacted as I am abroad.

Order number: MRRN-QBX48-PJ9B Cell: *** Naomi van Staden