Being sent from Pillar to Post - No help

I have tried getting assistance from your contact center in regards to a purchase done via Skype which was refunded last week Tuesday (and had a waiting period of 5 business days) it is now Thursday and the funds are still not refunded back into my account.

I called through to the contact center to ask for help and they then transferred me to the Forex department as they said it was an international online transaction and they needed to find where the payment was. I advised them I made the payment online with my card and they still referred me to them.

I got through to a girl named Kylah Lopez in the forex department who sounded very exhausted to take a call and had me repeat myself a few times. When I explained the situation to her and how the payment was done she told me she cannot help me as it was done with my card and that she will transfer me back to the relevant department. I asked her to send a message through to the department that can help me as I am not going to wait on a call to be helped. She told me she cannot and wanted to explain why she cannot do it or help me.

I told her I will not be doing that as just as she has to work I am taking time out of my day to get this sorted. She then gave me her details nonchalantly and told me i am more than welcome to use her details when lodging the complaint and to let her explain again.

I told her no as she is not willing to assist and ended the call.

All I would like is to know where this transaction is as Skype has confirmed on their end it has been refunded and should be reflecting already and that you as the bank need to check on your end. Can someone please just help me with this simple task?