Refund not received

I ordered 3 toiletry bags which I was not happy with the quality and return them, they were collected but I never received my refund, I have called their useless customer care and send emails with my statement,with no luck.

Rofhiwa, Mandisa,Julia,Pumeza,Bonani,Zikhona,Thrisha,and Sive kept on saying 1 and the same thing the the refund was processed on the 18/12/24, the fact remains, the money is not in my account and the bank cannot trace it because it's not from their system.

I am so tired of asking for my money that they are not willing to give back.