Still waiting for my refund

I canceled my subscription two weeks ago, they promised to refund me the debit order that went off last month. I was informed it will take 7-14days for the money to reflect in my account , to date I have not received my money back from multichoice. I spoke to Chene Isaac a team leader, who promised to come back to me with feedback, to date I have not received a call from her. I sent a follow up email, no response