Wait long for my refund

Like i mentioned previously that they debit my account for R2 525 without my concern and later after you contact them they email me some form to fill and copies of Bank Statement and ,ID ,back & front of my bank card and account details. Then i did sent later I received an auto respond and immediately I called will get my refund to find out how soon can I expect the lady told me 8 - 12 weeks? I ask why must i wait for so long for my money, she then said no days not weeks. Today I called another lady Mandy told me about weeks.Please help this is too much