IGNORING MY REFUND PROCESS AFTER ALL DOCUMENT SENT

I laybuy a ring from one of the stores and I cancel for person reason after I was informed I’ll lose 15% I accepted and filled the form it’s been 2 weeks however on the form it was stated it’ll be paid out in 1 week it’s been 3 weeks and no payment no refund no feedback, I ask it’s been back and forth all day and I sent a messsge on WhatsApp it was blue tick no response back still, I called the head office they said the payment should have paid out by now, they said they’ll reach out to the branch to get things sorted no response I sent an email to the branch no reply just bluetick. The head office said there was something wrong I sent all the information they requested for I the refund form. Along side with the form. No one reach out to me to ask for any additional document or anything I don’t know why it is so difficult to refund back after charging the 15% 🤷🏾♂️🤷🏾♂️ Cancellation fee.