Poor service delivery

Frustrating and quite disappointing. I ordered food online from woolies, my food was delivered to an incorrect address and there had to cancel the orders and request a refund. I was told it would take 3-5days for my funds to be available again, and it’s been more than 3weeks now going on 4 I have not received my money and they keep claiming that they did. Iv sent them my bank statement to prove I have not received the funds and they have not reverted back to me.