Unprofessional

We requested for a refund to be done due to incorrect banking details. This was done on the 16th of Jan. They said it will take about 7 days to give feedback. Today the 29th of Jan we had to go to the bank again and ask why no response was given yet only to find out that the owner of the bank declined the transaction. Why do we need to wait this long and no feedback? It's totally unprofessional from Capitec