USELESS AT REFUNDING YOUR MONEY!!!

Went into the Edgars store at Centurion to close my account and request a refund on the credit balance (that was due to accounts department not allocating all my payments and giving me an incorrect final figure). Now the store is not allowed to refund and close your account. Was given a fax number to send through a refund request letter as well as bank statement (*** you want with my bank statement is beyond me) but not the less, I send the account number confirmation that the refund needs to be made to. It has now been over 2 weeks since I submitted the documents and I have not heard anything, nor received my money. and any attempts to get hold of someone on the phone is a waste of my time as the phone is permanently engaged *** (number that was given to me by accounts department (***). WHEN AM I GETTING MY MONEY BACK!!!!!