No respond to emails for my refund .

I made an online order on the Saturday the 29th of March The were items that happened to be out of stock of which the money was unclear but went out of my account

Woolies then debited my account again on the monday 31 March , the money was less than the initial amount as it excluded items that were out of stock

The money for the 29th is on hold by my bank and they won’t release it until they get a letter from Woolworths authorising them to release funds

I sent an email to woolies dash on the 2nd of April . They responded advising that they sent the request to my bank. When I ask for the reference number so that I can follow up with my bank , they refuse to give me a reference

I’ve sent numerous emails asking for a reference number and still nothing . How do I follow up with my bank when I don’t even have proof that the email was indeed sent to my bank

I am so disappointed as I am now being ignored and I need my funds . It’s been a week and still nothing