Unhappy client

On the 30/11/2022 i called the Metropolitan contact centre re my cash back, i spoke to Precious who was so helpful and advised that i should send proof of account and ID copy, and that the whole process will take 48 hours and i will get an sms which i did not. I just called now to follow up as i did not get a communication. The gentleman said the are no documents and if i sent them again which i did, they will get them within 24 hours adding to the 48 hours i have been waiting for feedback. I am really not happy with how is a struggle to get a cash back where as the debit order has been going off the same bank account.