Very poor refund process

I placed an order with TFG Online in November 2020. I paid part e voucher and part cash. Upon delivery, one of the items was not delivered and cancelled or returned by TFG, due to either defective stock or not having the item. to date, I have spent more than R200 in airtime, making 15 calls to follow up on my refund. I keep on being promised by whom ever I speak to, that an email will be sent for the refund to take place, but nobody contacts me to inform what is happening. I once got an email by Zandile Colani, apologizing for the delay and that my refund has been processed