Can't get money back!

Hi

Enough is enough, I've been trying to get money that was paid to me with an incorrect reference for almost a month now and I keep getting different version of the story and i've had it

First they find the transaction, no problem, refund in 48 hours which didn't happen I then phone back, same story - wait another 48 hours - nothing I phone back 48 hours later, and there is a high volume of requests in the department, hence the delay - wait 72 hours - nothing. I phone back and I now need to send the original POP - which i do Today I phone and now they can't find the transaction and I need to send a bank statement to prove the money was not refunded into the original account, this is apparently a "lengthy process" and I'm NOT PREPARED to mess around with this **** anymore...

*** is going on here??? Is there ANYONE who will TAKE RESPONSIBILITY and get this FIXED IMMEDIATELY??