Online order is cancelled but the funds are not reversed

On the 1st of March I received an email: "Unfortunately, we have had to cancel one or more of your items in your order due to insufficient or damaged stock by the time your order reached our warehouse". I sent an email on 3 March to ask when the funds will be reversed. I was notified that it will take between 7-14 working days. I sent various emails today to ask when the funds will reflect in my account since it is already more than 14 working days. The customer service from the online shopping team is terrible! They just send the same generic email stating that "the reservation has been released by TFG on the (01.03.2020)" and "your funds should reflect on your credit/ debit card within 7-14 working days after reservation has been cancelled". This does not solve the problem that it has already been more than 14 working days!