Poor communication skills

Recently returned ppe purchased at KB Safety, there was absolutely nothing wrong with the ppe the material is amazing however I returned it cos I have to repurchase with the right sizes but in bulk since the items I purchased where to show the client the type of quality I will supply them. Cool I was promised a refund since everything was in order. A week passed nothing happened. No communication whatsoever instead I was the one following up. Week 2 passed and they called asking for my BRANCH CODE which is ridiculous cos you can easily use the universal code, they already have my Acc no. Same week I called asking since it hasn’t reflected and I was told it’s being processed anyway we’re in the last week of March till date no communication has been made and no refund. They’re communication is poor and alarming