REFUND NOT RECEIVED

I made an EFT payment on the 12th of September and on the 15th debit went out. I submitted a refund request on 16th and also sent through pop for the EFT payment. I called last week Thursday and was told it's waiting for authorisation and should be in on Friday. On Saturday at 9pm I received my monthly statement and funny enough it only showed the 15th debit and not the EFT payment (though the funds were showing on the portal under advanced). Now on Monday I called and was told again it should reflect on Monday or Tuesday the latest as it was processed on Friday. Today I called and was told that the refund was done and I should have received it by now. An escalation was done to request for the pop from the refund department. Guess what, the pop sent by the department dates ***0, which was previous refund. The person who forwarded that pop, did not cc the individuals who were part of the escalation and they also removed the signature details from the email. All I want is my refund.