Refund Problem

Goood day. I requested a refund early January and they claimed they do refunds via account only and requested my account number. I submitted everything they asked and they said the money will be in my account after 7 days Its been over a month now. When i did a follow up with cross trainer at carnival mall they said they dont have any information because they lodging d the refund and sent everything to head office. Nothing has been done ever since and its the2nd month now