Still no refund after almost two weeks

I pay my Multiply and Gym fees manually every month because of a debit order reference problem with my bank. I then forward the proofs of payment to Multiply for allocation to my account. This has been the practice for almost a year now. However, after paying my fees manually at the beginning of October I noticed that the fees had gone off per debit order as well. I queried this with Momentum and they confirmed that this was indeed the case. On October 15th I received and e-mail confirming that the refund was being processed.<br> <br> It is now almost 12 days later, and still no refund?? <div><br></div><div><em>(Supplier name changed from Momentum Health to Momentum by Hellopeter.com)</em></div>