Outstanding Refund

I opened a lay-by account online which is due to expire in September. With all 3payments I made I set through the POP to the accounts department and to the selected branch. 14 August I went to the Edenvale branch to request a cancellation of the laybye. I was made to complete vendor forms, submit ID documents, bank confirm letters and yet more than 10 days later I still haven’t received the refund. I have called and emailed the branch countless times with no luck. When I initially went to the branch I was told the branch didn’t have money. Today is 26 Aug and I am still not getting any feedback.