Staff still refusing to refund after 5 months.

We went to the Glenfair branch in December. Our card went through twice. They said it will reverse the first payment. The payment was not reversed and the bank could not do anything as it was on Newland's side. 5 months later we are still waiting and fighting for a refund. According to them it is not on their statements. The staff is very unhelpful and quite rude. Whatsapps are just being read and ignored even though the manager swears this is not the case. The owner is non-existant. Extremely bad customer service. Will not stop fighting for our money.