Spar2u cancelled order with no refund

Good day

I had bought Savanna 12 at Tops at Spar Westpark on Saturday 10 January ,it was on special for R190 , I bought through Spar2u , I bought at 17:57 and by 18:27 my order was picked up , by 19:56 I received a call from Tops at Spar Westpark to come and pick up my order ,. It was 4 minutes before they close and I stay 15mins away from that tops , they told me they can’t deliver but I told them the order shows that I was picked up an hour ago , they told me I should cancel my Order on my side , I told them I don’t have a cancellation option , they went ahead and cancel the order at 20:20 , since the order was cancelled I haven’t receive my R209 ,on my bank statement is showing pending , I sent an email to my bank and they told me they need a formal letter from Spar to release the funds , I have been communicating with several people on email and whatsapp from spar that is not assisting me the person who has been useless is Shireece Somiah, a customer care advisor who doesn’t care about customers , I have sent her an email from Capitec on what they require to release the funds , she didn’t respond to me , also the lady from Tops at Spar Westpark Charmaine she is very ******** she is just sending me useless whatsapp I also sent her a screenshot of what Capitec requires to release the money back to my account . I need my MONEY Today