Takealot of time to help

I am trying to cancel a order (request a return) for two days - I have forwarded at least 5 emails to Customercare - then the request get cancelled by the very same agent. He promised that he will inform the courier company not to deliver the goods - this he did not do. When I phoned he admits that he cancelled the return They did not process my refund Still struggling for two days to get them to read emails and follow my specific instructions.