Truworths online refund *****

I can rate them zero I would. I bought a jacket online it was Sunday on a Tuesday I got a email saying my order was canceled because there's no stock how can their system add an item into a chart if there's no stock go as further as to payment. Email state I will be refunded in 7 tob10 days they didn't specify the 10 days is working days weekends excluded. Until today I haven't received my refund. when I call them they tell me they don't know if their account manager has seen my email with a my bank statement they will find out for me and call me back I've never get an feed back from them I don't know what to do now I want my money back