Refund not paid

I am very disappointed with the TFG group. I made an online purchase on the 29/11/2019 and my order went through successfully. Then after three days I received an email that my order was cancelled due to damaged stock.

Thereafter I received an email to process my refund, so that I can be refunded my money back. I did the process and it was successful, received a mail stipulating that their refund process will take 3-10 days to receive my cash back into my account.

16 days have passed and I haven't received my cashback. I made attempts through emails and calls to find out what is the hold up, but still to date there has been no success of getting refunded. I also went to the bank to check if the were any problems and the bank informed me that the money did go through, and its now upon TFG to do the right thing.

I have taken note with utter dismay that this is their modus operandi with regards to their online platform and it is causing a mood of dejection to their customers and denting their image as an organisation.

I hope I will be taken seriously and my refunded be processed as soon as possible.