Not happy with Refund Process

I have settle my account on the 20th, I then emailed the proof of payment on the 21st and a debit order went through the very same day. I called to request a refund on the surplus spoke to two consultants and they informed me that it’s going to take 2-3 business days. It’s the 5th May and no refund done. Called in again and was informed that no proof of payment received but on my online my account is closed and today’s consultant informs me that the refund will take 7-10 business days. What type of games are you playing?