Poor service delivery

I was charged for a canceled order that was made on the 25th of April. I was told the transaction did not go through and to expect my funds in my account within ren working days, it has been close to a month now and no one is actioning my request!!!! I have been chatting to a useless agent named ssajjai11 via the app and they have been less than helpful. As this is a card transaction the bank cannot reverse the charge amd futhermore i was using my tyme bank account so i cannot go to the branch to have this sorted out as i have previously explained several times!!!! I have been following up on several occasions thereafter and now my messages are being ignored! I am very frustrated by this and it has caused major unnecessary stress, i do not appreciate how my case has been handled.