Pathetic excuse for not refunding me

I paid money into MWEB account instead of Vumatel, then i contacted MWEB for a refund on the 30th May and i was asked to send an email at *** with my bank statement, copy of ID and POP which i did. To date i haven't received my refund they keep on telling me my bank is reversing the money. I asked for proof or reversal they send me a General journal that says Journal type- refund reversal. My banking details are not on that journal to show they were transferring money to that account so i am not even sure if they used correct banking details. I then asked for a screen shot or the error code they are getting, then Rukaya Smith says there is no other proof they can send me. i get my salary every month in that account i provided them with as well as other payments. But MWEB money get reversed and they cant even produce a proof or reason why its reversed, this really does not make sense. Its been 14 days i have been waiting for my refund and all i am hearing is my bank is reversing my refund but they cant send me proof of that. Can MWEB stop taking me for a ride and refund me please. I don't have any other banking details to provide them with. PLEASE CAN I GET MY REFUND ASAP