Waiting on My Refund

I've been waiting for my refund. The emails states 7 business day from the 2 October 2023. I called thm and I was advised to wait 14 business days but the email says 7. Thy thn advised me to send a bank statement showing of no refund. Every time I need to call in. Apparently now I must wait again another 14 business working days with no explanation what so ever as to what happened to the refund they said they sent on the 2 October. This is pathetic and incorrec/ false information given.