Vodacom does not want to refund me

I have bought items from the vodapay store on black friday 2025. I did nor receive my items after 2 weeks. I contacted them and they said they will send me sms's to go to the flook store to claim my items that I have bought, it was clothing items. They were out of stock of most of the 13 iems I have ordered. I told them i want a refund. I have contacted them over 5-7 times over the last 2 and a half months and I still have not received my refund. It is an amount over R3800. I am sick and tired of the calls, which take easy over 30mins to no avail. I am deciding to go to the ombudsman as it seems to me that vodacom does just not care.