Loss of documents, not paying my refund

On the 19th November 2015 Edcon (Edgars store) told me that they owe me a refund to the value of R2499.92. They then requested I draft a letter requesting them to pay the cash into my bank account as it cannot be loaded onto my Edgars account for future use, as I have overpayed them when my account was in arrears at some stage. I drafted the letter on the said date, along with proof of residence and stamped bank statement from the bank reflecting that I am the owner of that account on the 30th January 2016 for security reasons. I was told that within 7 days the money would be payed over to my bank account. I called the Edcon helpdesk on the 16th February 2016 asking what the hold up was, and was told that they \misplaced\" my documentation? What horrible service they render, at the time I was owing them they made sure that they contacted me on time to remind me to pay up my account when I had an arrangement in place with them. I request that this matter gets resolved as quickly as possible, as I have other commitments to fulfil. "