Poor service

I cancelled my lay-bye sales order ********** 8 on the 16th September, not by choice because the store called me to say they no longer stock the product I lay-byed(I have no issues with that). The store promised 3 to 5 working days for the money to be refunded in my bank account and up until today l still have not received my money. The branch has made several follow up to the head office to release the money but still did not get any assistance. When l call the call center (reference number ********** 340) to find out why there is delays, I am told about the head office. The so called resolution centre is very useless, they clueless and failed to help me. We are on the firth week now and I am feeling helpless, frustrated and disappointed.