Transaction Claim not paid yet

 I am writing to complain on an outstanding refund claim related to a transaction at Shoprite Usave Worcester, which has not yet been resolved.On 06 December, I made a card payment for groceries in the amount of R1,266.61. Unfortunately, the payment slip did not print. I waited for more than 30 minutes for assistance, after which the floor manager, Markus, advised me to make a second payment. I was informed that this was necessary to ensure the store was covered, and that should the initial transaction have gone through, I would need to submit a claim for a refund. I subsequently contacted my bank to verify the status of the first transaction. The bank confirmed that the initial payment of R1,266.61 was successfully processed on their side. On 09 December, I communicated this information via email to Shoprite Usave. I only received a response on 11 December from  S Smit  Admin Manager, and this was after I followed up. In that response, I was requested to submit my card details, bank statement, and grocery slip in order to process the refund. I provided all the requested documentation promptly. Since submitting the required information, I have not received my refund, nor have I received any further communication. I have sent an additional follow-up email, which has gone unanswered. It is concerning that I now have to continuously follow up on a refund for a matter that was caused by a system issue at the store. I respectfully request that this matter be urgently investigated and resolved, and that my refund be processed without further delay.