No feeback on refund or on the Mails sen to them

Hi - They easy to take your money for the stuff you order on line but not to pay back - On the 27th November i phone them and ask them what they need from me so that they can pay me back en they said they don't need any thing they will pay me back to the account i pay them from and it will take 3 - 7 working days that is fine but on the 06 December when i phone the again asking for the refund they said they need form now to be filled in and then it will take again another 2 - 3 working day - that i feel it unfair to me because why did they not ask for it in the first tame when i phone them on the 27 November