Absolutely pathetic customer service

Bought goods from Yassir on the 31st May but they never had any of the items i ordered so the order was cancelled. The money still has not been refunded 20days later. Called into the call centre and was told that all Absa account holders need a letter from Yassir to give to the bank to release funds back into the account. We are never told this at the time of them cancelling the order. If i did not remember the funds i paid i would have never gotten my money back!!!