Poor service

I am very disappointed in Woolworths for their poor service. I went to Woolworths Soshanguve Crossingon the 28th of January to ask for a settlement amount on my account and was assisted by a very friendly lady by calling WFS and I was given the very same settlement amount as the one on the till slip and also requested via email. I settled my account in full on the 3rd of February 2022 via EFT and was told I over paid and need to be refunded. I was asked if they may give me a refund in a form of money or a gift card and I asked for money. I was asked to email my bank statement and Id copy of which I did (9 February 2022) and I have been waiting for my refund since and even got an email telling me that I should wait 48 hours for them to finalize everything. To date I have not received any response or my money from Woolworths and I need to close off the account and would not do it without them giving me my money.