Unacceptable service

I canceled 3 tickets that were still refundable according to their refund policy. I was told 7 working days was the waiting period, but nothing in my account. I called my bank to confirm however I am being told no such amount exists in my account. I call in and the agent is telling me its 7 - 14 days. This is not on. I need this resolved ASAP before escalating this matter further to the Ombudsman. Ticket numbers were ***LQ713, ***JX299, ***MK825. My email address is *** my bank requires proof that the refund was processed to continue the investigation. I need this information ASAP.