Refund takes forever

My name is Nomfundo Thelma Booi.I made a layby (***6) online and I finished payment on the 29 October 2024 and 3 days after the status of my order was still the same. I called them they said they are working on it. I called again 3 days later and they said I should submit documents for refund and I did that. I received an email saying their refund takes 4 to 7 working day. I called them today now their 4-7 working days is now 7 to 14 working days. I asked the person I was talking to on the phone to transfer me to finance department and she refused. I stuck don't know what to do.