WAITING FOREVER FOR A REFUND!

I placed an order on the 23rd of January on you website and when I logged in to my account on the 27th January it still said pending. I made the payment via my boyfriends credit card and as soon as it went through the order said cancelled. I called the the call centre and was told by someone called Wasleen/Washeen or something and was told that it takes 5 working days for @Home to return the money. So I waited 5 days and wasn't paid, I AGAIN called after 5 days and was told now that it takes 10 working days days to be returned. So I waited....it has now been 14 working days and the money hasn't been returned yet. Can you please explain to me how on earth it is possible to take so long to reverse a payment? This is unacceptable and will be the last time I make an online order until @Home can provide better online customer service, I tried your online shopping twice and both times was an unpleasant experience as the first time, the delivery took longer than the time indicated on your website.