Not paying me my refund

It's been more than 10 days and I paid off my account to settle it and I find out that I paid R1000. 00 extra, then they told me I will recieve my refund within 7 to 10 working days and I still haven't recieved it. I called them on the 29th June and told me that my refund was loaded and I should recieve it within the above mentioned days. Then I called again on Thursday 13 July because there is still nothing in my account and the lady told me that the refund was only loaded on the 11th July and i should recieve my refund within 3 days and to this day nothing. I was disappointed and felt that someone was being dishonest. This kept going around in circles long enough. What is going on? I will need to take this further if it's not resolved.