Whats our refund process?

Medical aid short paid for my new set of glasses, they insisted I pay the difference while in escalate with them. Medical aid corrected the the payment and now getting my refund is a hassle. Between the headoffice and the store I am moved from pillar to post no one seems to know what process to follow. Headoffice tells me to visit store, store says I must contact headoffice its been a good 3 weeks since I've filled out that refund form and playing cat and mouse with the store and headoffice.