incompetency

i made an online purchase on the 23 november for for order no:P ********** 81 on the 26 nov 2018 i received an email stating that my order was cancelled due to unforseen circumstances.on the 28 nov 2018 i receive another email to click on a link for a refund..when i click on the link it takes me back to the details of the order.I called the customer line and the person i spoke to adviced me that TFG is currently busy with refunds for those orders which were never deliverd till to date i have not received my refund. i called the customer line again on the 11 january 2019 and i spoke to a lady cannot remember her name she told me that in order to get my refund i need to email my bank statement to prove that i indeed made the online purchase.i must say i m very disappointed at the level of incompetency of the TFG group with regards the situation .