Takealot not crediting equipment collected

Takealot delivered gym equipment in an open box, and we found loose bolts over our driveway. We logged a replacement request. Replacement arrived in open box. After calling customer service, we refused delivery of the replacement, and customer service arranged collection of the original equipment on 12 December 2022. However Takealot’s systems were not updated to show what happened, and after multiple emails and phone calls we have not been credited or refunded. Today is 6 January 2023. I don’t know what else to do, as they seem incapable of resolving. They have taken almost R4k of our money and are not refunding. I have photos and emails proving entire trail of events.