Booking cancellation refund

I made a booking on the 2nd Of May when I was trying to rent a car for my boyfriend and chose the 'Pay now' option using my *Debit* card and listed him as the primary driver. However after receiving the confirmation email I was made aware that the details on the card that made the payment needed to match those of the driver so I immediately called customer service. I was informed that the only available option was for me to cancel the booking since this didn't align with their policy and that my refund would take up to 7 business days. It has been 19 days now and I still have not received my refund back. I tried calling and even emailing customer service but have had no luck in getting any response.