Ater 3 weeks still no refund

Hi, I purchased an item online and it didn't fit, returned it back to Levi's. They received the item on the 6th August and email reads as follows: "Please allow 5-7 days for your return to be processed and a refund or exchange to be issued" It's 3 weeks and 2 days todate and still no response. I was assisted by Nureesa Gribble on Wed, Aug 20 at 2:34 PM with the following message.

Hi Anita,

Kindly allow us to follow up on the status of your return and provide an update once feedback is received.

We would like to apologize for any inconvenience caused.

Kind regards, Levi's South Africa Online

I have to make contact to ask about my refund. I phoned customer care too and still no feedback.

Service is really bad.