Still waiting for refund

I cancelled my online order on 13/01/2018, I was advised that the refund will take up to 7 days to reflect on my account, to date I have not received my money back. I have called numerous times regarding the issue and each time the agent promises to send my refund request to finance but all in vail. The last person I spoke to is Daluxolo on 23/01/2018 who promised that he will follow up and update me about the query, that has not happened. I need my money back asap!