Refund still not received

On Tuesday the 05th of March I placed an order with Debonairs phoenix plaza on my Debonairs App , as we had no lights for over a week and we have had a long day , so I decided for a quick fix to order in.. On the app they have taken my money and cancelled my order I then received a text "Sorry but we couldn't receive your order at out store .A payment refund has been submitted. Please allow up to 5 business days for funds. It has passed the timeframe on Saturday I spoke to the manager of the store that advised me she will be escalating the matter and that she will be giving me a callback I waited for that call which I did not receive till I call in today and the lady advised her manager is day off ,however I need to go into the bank. I asked her why do I need to go into the bank ,As Debonairs needs to refund my money, I have order many times on the App and this is the first time I am having such a problem with them......I am not getting any enjoy speaking to them as they don't know what's going on.