Waiting on Refund

Waiting on my refund. The emails states 7 business day from the 26 September 2023. I call in been advised to wait 14 business days but the email says 7. I was advised to send a bank statement showing of no refund. It's been 3 days with no response. Every time I need to call in. Apparently I must wait until tomorrow which is the 14th day, if no refund, I need to email again a bank statement. This is pathetic and incorrec/ false information given. Pathetic!