Feeling ****med by Zando

On the 26/11/2020 I purchased shoes from Zando and I received my order on the 08/12/2020. On the 11/12/2020 I returned the shoes as they were too tight and was told as per procedure they will do their checks then process a refund. On the 17/12/2020 I got an sms stating that the refund has been processed and that I should expect my money in 7 to 10 days. Over two weeks later the money was still not in my account and I contacted my back to trace it and they said that they can't trace when it has not even reflected in the account. I then contacted Zando and was told that the refund was processed successfully from their side. I went back to my bank to check again and money was still not in. I contacted Zando again with my credit card statement to show them that the is nothing in my account from them and I even informed them that on that day I had to cancel my card and should they need my account number they should let me know. I have not heard from them and it's been a week now. This is not my first bad experience with Zando and the first time I gave up but this time I am not letting this go.