Pay back my money

I made a lay by at bradlaws ulundi and i put a deposit of 5000 after a week i decided not to continue with a lay by and take the launge suite on credit which was very successful. Then i went to the branch where i made a layby to cancel it, it was the 2nd of november 2020. They told me to wait for 14 days, 14 days passed, then i called the call centre after a month they said they didn't receive any documents, it was the second of december that time, they had to start the whole process afresh, they told me to wait for 14 the days again, i waited there was no refund. I called on the 23 december, there was no clear answer of what was happening, till today i haven't received my refund. Iam so dissappointed with their service.