Bad Service!

I received a message and call from a Yogandree Reddy, regarding a refund due to me on my Woolworths account which was under debt review. I was asked to send through banking details and a copy of my ID (which I did), and was told that the refund would take between 7-14 days. I have made numerous attempts to email and call them with regard to this refund, but to no avail. Why can they not just follow through and do what they are suppose to? It is my money after all.