Bad customer service

Absoulutly dusgusting behaviour towards customers from clicks customer care, here to pick up my parcel however i have requested a refund. However a lady named Calin specifically told me that"unfotunatly" ill have to wait 20 days for a refund. This women has refused to provide her full names, i believe as customers if we are not satisfied with a service we are allowed to request a refund. However this women whom was rude about my refund feels i have no claim to my money clearly.