Absa Vehicle Finance refusing to return my money

Absa Vehicle Finance I received the worst service at absa refusing to refund me my money since the 3rd of November , I called in and they confirmed that the refund has been processed, on the 10th of November I spoke to Cleo who advised that the refund will reflect on the 10th or the Saturday Morning, but nothing…… on Monday I called in again spoke to a lady i think her name is Sthembile not certain who confirmed that indeed the refund was requested it will reflect in 3 working days, till today the money has not been paid into my account, what’s happening? Why am I not refunded my money?