14 days later and I am still waiting for my refund

The Sandton City branch should just shut their doors because customer service does not exist at all. I was supposed to receive my refund, initially I was told it takes 4 working days. After for days no refund was processed, I then followed up and was told it will take up too 14 days which I've never ever heard of a refund that takes 2 weeks. To dare I've received no refund of close to R20k from istore Sandton City. I urgently want my money back, are you trying to ***** from your customer or what?