Pathetic customer service.

I ordered an item online on the 22nd April only to receive an email 2 days later stating the items were out of stock. 2nd email I received stated that the refund had been processed back to original payment method. I than called in a week later on the 5th May and according to the consultant they needed banking details to process the refund, but there was no prior request for this. I called again today and still no refund , no proof of payment. Query still sitting with the accounts department.