Struggling to get a refund

I made an online lay-buy and when I went to the store to pay I was advised on the bed I lay-buyed that it's not strong and all that so the option was to close the account and open a new one where I chose a different bed which I did not have a problem with that. So the online department was contacted to close the account and put the balance on the new account I've been communicating with the lady Mbali Banda to do the transfer but all I get from her is "It is done" but the money still does not reflect on the existing account. Account Number: ***9, I tried calling bradlows but still did not get any help. How should I finish the lay-buy when money is all over the place.