UNPAID REFUND FROM HEROTEL OF R2500

I have app**** for Herotel at my House in Rustenburg Geelhoutpark and the package which i selected was not available and due to budget constraints i requested that i will not continue with another package and i requested that they refund me. I spoke with the guy by the name of Timothy and he requested me that i sent confirmation of bank account which i did and he promised that within 5 working days i will receive the refund it was on the 01st October when i submitted the documents and of today im still waiting for my refund of R2500 which is not paid when i asked him he told me the refund is processed this is poor service as im the one who is always asking about the refund they dont update me in this regard its about 3 weeks now waiting for the refund which is not coming through