Terrible Customer Experience

I sent through my refund form and my doctors note on the third of July. I was advised that it will take 14-21 days to reflect in my account. Today is the 1st August and still no refund. I called MSC and they advised that my refund was only processed on the 23rd July because the lady that does it was on leave. 20 days after i submitted all the documents requested from me. This is completely unacceptable. Now i must wait another 14-21 days so lets hope it gets done before Septemebr.