Wooworths online

I made a purchase online for woolworths cereal on the app and it was processed and done in November. I got a call from a store saying "out of stock" and requested a refund as they had no alternative to offer me. The lady said it would take 24 hours to reflect back into my account. I messaged on facebook after waiting a month to follow up and nothing was done about it as it was cancelled. Today 21 December I got a call from the lady saying the amount was not taken off my account as it clear was or it was on hold by the merchant bank. This is extremely poor how my issue was handled and not given a refund because this amount has surely disappeared from my account. So I have no refund and no item. Was not even offered a voucher to compensate for their mistake. Pathetic!