Cascading Cake Catastrophe!

Woolworths Cascading Cake / Malva Pudding, Melk Tert, Caramel Sauce and chipped biscuits It really sounds quite wonderful doesn't it? I ordered one! R249.99 Order No:o*** Product Code:*** The cake arrived in a very fancy cake box which had been kept cool by the couriers. Most impressive. The cake was carefully unwrapped and decorated as per the instructions supp****. That was it! The Malva Pudding part of the cake was stale. The Melktart was only recognisable because it had ground cinnamon on top. It had a soggy base which was filled, not with the customary custard, but with something more akin to an instant milk pudding that had turned into a sludge. It was inedible. I logged an Online Complaint sent Tues 1:26 PM 01-Nov-22 I got a reply from Ntombikayise Qoba, on Friday the 04 of Nov, asking if I'd like a replacement, or my money back. To which I rep****: Thank you for your response. Please may we have our money back? I sent my banking details and a reference for my account. This has not been paid back into my account yet, despite several requests having been sent. On one occasion, on the 12 of Dec Woolworths had the audacity to ask me to send them my bank account because I'd told them that I still had not been paid back! I rep**** saying that the onus was on them and that I was not sending them my bank account and that I wanted a Proof of Payment from them. This is what I got as a P of P on Wed 14 Dec: The reference for the call to the bank is RR*** if you have to follow up on the call to confirm the refund. I don't get it! Which bank? What acc no, theirs or mine? This does not make any sense! I referred these questions back to their Customer Service Dept. on Sat 14 Jan, but they have still not responded!