Vodacom Vodabucks online store

Vodacom Vodabucks store - not even poor service, but an absolute lack of service! I purchased items on the Vodabucks store via their Vodapay app, received order numbers + money was immediately deducted from my bank account, but I did not receive any sms confirmation. The most frustrating part is that there is no direct number to contact the Vodabucks store, you can't get through by going through Customer Care 082 135, the only way that I managed to get through, was to go on the Vodapay support chat and then they call me and put me through to the Vodabucks store, absolute schlep. In total I contacted them 4x, never once did they supply any useful feedback. 2 service requests were submitted as to why my purchase was not moving forward. The 3rd time I called, I asked for the supervisor as I felt I was getting nowhere with the agent, who told me that the service request still shows pending (after waiting 4 days and NO feedback??). The agent said that the supervisor was on leave and that he would call me on Monday (I called in on a Friday). Monday came, zero feedback from Vodacom. The next day (Tuesday) was the 4th time that I contacted them again, via Vodapay connecting me, I immediately asked for the supervisor, the agent refused to put me through but took down my details, she put me on hold for long, then came back to say that a refund had been processed. This came as a surprise to me, as I was expecting a delivery, not a refund. I expressed my frustration at the situation (no swearing), and the agent just hung up on me! I clearly heard the receiver being placed down as she hung up. It is now 2 weeks since the purchase and 3 days since the promised refund, but no money has come into my account. I am at my wits end with these people. Must I honestly now call them back a 5th time? This lack of service is completely unbecoming of Vodacom, I have only ever experienced good service in the past, so I am beyond shocked and don't know what more to do??? They just continue to leave me hanging and there has been zero resolution or decent assistance