Battling to get my refund

I bought ladies cosert on the 16th of September and paid via EFT I didn't receive any feedback from after five working days I called them only to find that when I made payments to their account the thing I bought has expired and I will get my refund in order for me to get my refund I must send them proof of payment and my banking details which I did I called again after 5 working days to find out when am I getting my money back the guy I spoke to said on Tuesday he even gave me a reference number ***0. this morning when I call again to let them know that I haven't received my refund they say I must wait another 5 working days how long must I wait am I going to get my money or not