Builders Warehouse Refund

It was the 26th of October when Builders reimbursed me for a door. After a week I called to tell them that the money is not reflected in my account only to find out that it has been credited to my profile account. I was advised to complete forms and submit them so the money is credited to my bank account, which was on the 15th of November 2022. Up until today, I do not have the money. My question is why would money that was taken from my banking card be credited to an online profile? I need to use my money now and still, I do not have it and do not have something to buy from them anytime soon.