Poor customer service

My wife cancelled a order, the order was sent back, the cancellation was confirmed and approved the day the product was sent back. Now a week later I am phoning to find out when will the refund take place and the operator tells me that they now have to phone my wife again to confirm cancellation. I said to the operator phone her now and they informed me that it takes 2-3 days to phone for a cancelation. How can it take 2-3 days, they phone 5 times in one day with sales, why not the same level of service with cancelations and refunds. Furthermore I said I am phoning now lets do the cancelation, then the lady says we have to speak to your wife, but the account they debited is on my name, they spoke to me to confirm bank account details for the debit, surely they should be able to speak to me for cancelations and refunds.