My query not taken to serious consideration - Consumer Complaint for Clicks Store - Head Office

I made an online purchase in April 2020. My order didn't go through but money was deducted in my account. I called the clicks customer care line and I was asked to submit my proof of payment and I did so. I asked for a refund and still today no refund has been made. I've called and emailed the clicks customer care line countless times but seems like every time I call I get a different excuse. Its February 2021 and nothing has been done.