Zero communication on Refund and Credit of R20k!

Zero communication on refunds. I've been having to keep requesting an update and it's been two weeks since I requested two refunds. The items were collected on the 3rd Feb and one of them is still showing as being in transit to the merchant. Can I please get an update and my refund?? MRRN-VVEXM-GA77 MRRN-BZ4KV-PNEV