Takealot is trying to **** me out of my own money

I ordered a phone on Takealot on the 3rd of April. I used Payflex to have a 3 month payment plan because I really need the phone and did have funds to pay cash. On the 6th of April I received the delivery. As soon as I opened the order, instead of a phone there was a powerbank. I instantly called customer service and explained the situation and the agent assured me that the item will be collected and I will be refunded.

The incorrect item(powerbank) was collected on the 7th of April and I made sure the box is sealed as adviced by the agent. I spoke to another agent on the 9th of April who confirmed that I will be receiving my refund. No mention made regarding the fact that they are planning not to give me my money back. I sent an email. On the 15th of April I receive an email from Takealot informing me that they will not be refunding me because the incorrect item was returned. The wrong item that you delivered to me. I responded and escalated but instead the response I am getting from Takealot is that it's none of their business and I ain't getting my money back. Mind you I have 2 pending payments. I am trying my level best not to be rude but wow Takealot you need to do better and please get this resolved. At the end of the day I was using your services and would like a resolution to this without me being involved in your company's poor operations