Strughling to get refund

I bought 3 products from the Randburg branch. One was on order. After paying and realising the underwear is actually very expensive I requested that they cancel the order and refund me for that one.

I was told that the transaction would be done by 17 Dec'24. On the 18th I had to phone to ask about the refund as it was still not done. I spoke to Joy. She told me yhe manager is not in on the 18 & 19 and she will probably be in over the weekend. I requested the finance department, and was told she is not allowed to give the number as they are using their private nr's. If I had paid by credit card the refund onto the card would not have been an issue,but since I paid by debit card they cannot refund me so quickly. Surely someone else can be contacted. If you tell the client it would be done, then do it. Don't make excuses.