Refund due

I settled my account towards the end of September at one of the Russells stores (Johannesburg Rissik Street). In October my bank account was debited and when I inquired about the debit order I was informed that the settlement amount that I was informed of was incorrect as the people at the store were meant to call the head office first before confirming the settlement amount to me- I'm the one inconvenienced as people working for the JD group dont know their own internal processes. Fine I let that go. I was asked to submit my bank statement so the refund can be processed and this was done the on the 4th of October. Guess what ???? 2 MONTHS LATER I STILL HAVE NOT RECEIVED THE REFUND!!!!!!! I sent countless emails of which Im being told that THEY'RE investigating ....what are you investigating that is taking so long ???? I've contacted the call centre only to have the call disconnected when being transferred to the 'relevant' persons. I was assissted by Nombulelo from the store and Nomvula from the head offices and the person currently attending to my emails is Nathan Cloete. I am extremely disappointed at the service level that I've received. PLEASE RESOLVE THIS QUERY AND REFUND ME