Not getting my refund back

I went into the Krugersdorp Bradlows to cancel the the laybye i had, submitted all the required documents even affidavit. I ws told to wait 7 to 14 working days so i went back about a week ago to check and the lady said it was declined because of incorrect account type, mind u i bank with capitec and its only a savings account that they have. The lady promised to follow up and get back to me its been over 10 days already no response from her. I called the call center i was given a number to call that deals with refunds. I call everyday no luck. How can i be assisted so i can my refund please.