Cancelled order refund

ORDER NUMBER O*** I've been struggling to get a refund from Woolworths online cancelled order, I cancelled to correct former address it was captured and re ordered same items. I have to call every week to enquiry about refund without luck. Every time I call am advised it's been escalated. I consulted Capitec and was advised to bring proof of authorization and will be assisted within 2 hours for refund. However, Woolworths do not want to share authorization and telling be about 21 days. It's been a month now following up with same issue.