Delay in returning client transaction - CHECKERS SIXTY60

I had ordered items with checkers sixty on the 10th October, checkers took the money from my account but cancelled the order, I had to re-order using a different card for the same items as they were urgent. I called their call center on the nesame day and was told that the refund would take an hour. It's been 9 days of back and forth with checkers sixty, they say the bank are holding the money. I called my bank and they told me that the merchant (being checkers sixty) are the ones holding the money in a sense that they need to send me a release letter. In order for them to send me a release letter, they need my bank statement which I have emailed to them on request TWICE. Throughout this process, they only called me once but I am the one who has to constantly follow up with them on this matter.

I am appalled at the amount of disregard that Checkers Sixty has for their client's financial situations, the bottom line here is I NEED MY MONEY back and they are taking their sweet time to do the refund of an order that I had not received to start of with. It is disappointing for a company whose slogan is 'We Do Things Fast'

I'm not understating as to why the money was not returned to my account immediately or after how many ever hours, what I heard from people is that's the normal process, however now I have BEEN WAITING for 9 DAYS for checkers to send a simple LETTER which will still inconvenience me as I am the one who would need to get in my car and go to the branch with that LETTER.

Well DONE Checkers Sixty, you've nailed the convenience part of your slogan ....from sixty seconds to 9 days!