Online refund

So I was admitted at Emalahleni life cosmos hospital from the 20th January , I placed an order online at wimpy 1 Plus, Engen GC Gypsey, 151 Watermeyer St, eMalahleni, for delivery the store cud not accept my order but the payment went through and I got a message that il be refunded after 7 working days, today is the 18 February I hvnt got my money, they are telling me about investigations but no bank statement was required, if I don’t call they don’t bother