Takelot refuses to refund

We have a complaint about the refunds we are due from takealot. The refunds are long overdue and they keep repeating that they have done the refunds on their side but Nothing has reached the account and we have submitted bank statements to prove we have not received refund amounts and we have gone to the bank twice to verify that the problem is not on the banks side of things.

Can we now get our refunds back!!!!