MISLEAD TO SAY I WILL BE GETTING A REFUND

I am very frustrated and dissapointed with Ihobe Collections, I have been informed by a consultant on 20.05.15 by email that they owe me a refund and i must provide I.D copy,bank statement and written request for refund, consultant informed me that it will take 10 working days for refund to be processed, i have been informed telephonically that R17965.34 is due to me, Wednesday 03.06.15 (14:07pm) was 10 working days which i did not receive payment, On friday 05.06.15 (08:33am) i received a mail of apology stating lady that does refund is off sick and payment will be done soon and telephonically confirmed it will be done by monday 08.06.15, i contacted on monday and i was told lady still busy with payments and will be done,Today i had received no payments and i haver made numerous calls to consultant and she said the lady that does payments is busy and manager in meeting , eventuall i got hold of manager Melissa who says that they are still busy investigating with bank and she dont think there is a refund , for 3 weeks i have been told i was due a refund until today and when i demanded to speak to manager i have been told a different story, this is very unprofessional and misleadin