Tfg online lacks customer service

I purchased some items from Tfg online in May 2020 for collection at Totalsports Parow. In the process of delivery one of the items got misplaced and I never received it. I then requested for credit for this item and it's now more than 3 months and I am still waiting for the credit. I have been in contact with pargo, the tfg online team (Lynn who promised to get back to me but never did), TFG Facebook page (promises but not getting anywhere) , and Gabi from totalsports Parow, none of them could get me credit for an item I was charged for but never received. I have been paying my account on monthly basis with the amount in question effected on my required monthly repayments. It's so frustrating that even after the store staff (Gabi) has confirmed that I didn't get the item that I still can not be credited because of their lengthy internal investigations.