Still no refund?

I ordered stationery online and have been informed since the 7th January 2016 that I will receive a refund due to a product ordered being out of stock. On the 14th January Herminah sent me an email showing the refund of R87.40 will be processed which takes 5 - 7 days to reflect into my account. Monday the 25th Jan was 7 working days and no refund has reflected in my account and its the 28th now already. My eft took 1 day to reflect into your account, so why must I wait soooo long?