Takealot is ***********

It has been over 2 weeks of Takealot telling me that they are escalating a matter and I will not be surprised if I wait for the following 2 weeks because at this point they are ***********. I canceled an item I already bought and paid for by mistake and I spoke to a Takealot employee who said they are escalating the matter and they will credit my Takealot account with the money and repurchase the item for me. It has been two full weeks of doing a follow-ups and they are still saying they are escalating the matter. Who escalates are matter for 2 whole weeks?