How hard is it to simply reverse funds?

I cancelled this booking 7 days ago and called your call centre. I spoke to a lady by the name of Refilwe who confirmed amount reserved will be refunded back into my account within 24 to 48hrs. This didnt happe. So i called 72 hrs later and spoke to a lady by name of Lerato who advised that Refilwe didn't put through the request and she assured me she is doing now and I'll have money refunded within 24 to 48hrs later. It is now a week later and nothing has happened.

I have called in today and spoke to Abraham and he advises me that Lerato did send a request to your bank yet they have not come back to her and now I'm being asked to contact my bank to get an authorization code and call Budget back so they can action my reversal.

Why was I not told this last week by either agents and surely Budget is able to call my bank for code.

When will my matter be resolved?

Regards Sizwe Netshiheni ********** ********** 570270 Booking Ref : 4 ********** ZA 3