ZeroPay Refund

On 20 Nov i made a purchase at an online shop and paid using ZeroPay. First instalment went through and then I waited for my order only to be told they don’t have stock. On 8 Dec the supplier did a refund to my zeropay account and i got an sms from zero pat saying my refund has been processed. I thought they will automatically refund my card but I sent two emails no one responded till I called and was told I needed to call for them to tell me I need to send a bank letter confirming my bank details. Which I found to be odd but I sent it anyway on 9 Dec. Today is 14 dec no one has even indicated if it was received and when will i get my money. So unprofessional.