Deposit refund

It’s been a nightmare getting back my refund from this company. I was initially told that it will take between 7 to 14 days but till now my account is still being reconciled and it’s the 14th day. Each time I call I’m told there is a spreadsheet that they are waiting for.

So,if you still reconciling on the day you were supposed to make refund ,when will refund be made? Then it means your time lines that you give your customer worth nothing.