No refund after 18 days

The company promises free return and refund within 7 days. I returned goods on the 5/02/2018. I had to call numerous times to enquire as to what was going on with the refund. On the 13/02/2018 i was informed that my refund was processed and i was expected to have my refund in my account. However today is 22/02/2018 and none of the *********** call centre staff can tell me when i will receive my refund!!!