REFUND NIGHTMARE

Did an order online for a cell phone in June 2020, advance debit order of R329,00 was debited from my account on the 25 June 2020. I then decided that the phone I ordered did not work for me so I cancelled the order before it was delivered. Now my nightmare begins, to date 01 September 2020 I am still awaiting my refund of R329,00. I have cancelled order no's, case numbers, 2 x case closed numbers. I have phoned a dozen times and get told the case will be escalated and still nothing. Called today and I was asked to send proof of the debit order, which I do not understand, as this should be on their system. Totally *********** and useless when it comes to refunds as each consultant you put your query to has a different answer or solution. Can someone please explain to me what the correct procedure is to get a refund.