Layby cancellation nightmare

On the 1st of November i went to cancel a lay-by and requested a refund,on the 19th I received a statement meaning the cancellation never happed. On the 24th I called the shop and spoke to Virginia she said I MUST CALL AGAIN on the 25th she will sort out my query,I dont know why she could not assist me on the 24th.I called in on the 25th left a message for her,then she referred Thembi to assist me,I was hopeful because she was calling me and updating me.On the evening of the 26th Thembi called telling me they have the money but she is struggling with her system to process my refund. I went to the shop ln the 27th but they already banked the money.Does it take the whole month to process 1 refund?