Poor Customer Service Online Orders

Online Pick and Collect. On 1 May i had informed via email to Woolworths they charged me for an item that was not provided. Lorental De Villiers from Woolworths asked what form of refund gift voucher would i prefer, i requested for an SMS Gift Voucher. Since then I have been chasing weekly with Woolworths and have received zero feedback when i will be refunded, today is 26 May 2020. I emailed: *** & *** & ***