I ordered an item from Truworths online

I ordered an item from Truworths online. Received the item on 05 Aug 2023. I returned it to the store on 06 Aug 2023. The could not take it back, they said they don't know how to refund the payment on the virtual card. They kept telling me to return the next day. Until 14 Aug 2023 when the took it back. I wrote an email to Truworths online on 08 Aug enquiring about how to return the item since they could no take it. They responded on that email on 16 Aug, stating that the refund was done on 14 Aug and it will take about 10 days to appear on my account. On 29 Aug 2023, I called and asked about my refund, they told me that I need to provide bank statements as evidence that I did not receive my refund. I submitted the banks statements on the same day. To date I have not received my refund or any other feedback