No refund after 39 working day's

vehicle was returned on the 9th October 2017, was told that refund will be released after 21 working day's. From there after many call's no refund has been paid. ( ref: ********** 0ZA0) Every time there is an excuse and was told to contact our bank to release the funds. The bank found no transaction and no funds received. I require urgent attention to this as I would like the Consumer act to intervene.