BAD CUSTOMER SERVICE

I ordered using the woolies dash for someone's birthday, I then selected the option that they should let me know if a product is out of stock inorder to select an alternative. And indeed one product was out of stock, when i selected the option to talk to the person shopping, the app malfunctioned and didn't allow me. I quickly called and notified them of the malfunction and they told me the order was already assigned to a driver. Since it was an incomplete order I opted that they cancel the order. They cancelled and notified me that the refund will take 3-5 days. This was on the 30th of December. Today is the 12th of January i have not received my refund. I have called woolies twice to no help. The first time the person assisting me said they will escalate the matter and call me back on the day with feedback and till this day nothing. The service is frustrating because I get transferred from one person to another detailing the same story but there is no progress. Please take shoppers seriously, it's January every little bit of income counts.