Breach of contract - Bad service & false info!!

I purchased items on the 7th of October and it took over two days for the money to come off my cheque account even though the purchase I made on my savings to the same supplier went off immediately. I went to the bank and they said I must give it more time. I then had to purchase again because the special was ending and Groupon had not received my payment. I did and nothing happened so I went back to the bank on the 9th of October. Alain Hudson assisted me and guaranteed that it would be sorted within 5 working days maximum and I would receive my refund for the first round of purchases. It is now 12 working days later and I have not received anything. I followed up using a reference number Alain gave me and got no response. I emailed Alain directly to ask if I should not rather send Groupn my proof and he said no. Until today I have not received anything and the 5 working day period has long elapsed!! I find this totally unacceptable and I do not get any feedback unless I flood Alain with emails!