Waiting for my refunds for 2 weeks

I have bought some staff from my style shop, till today i'm still waiting for my refund when i send the return slip they have asked for my banking details i send them .When you call asking about your refund the manager can even hangup the phone on you or she can say we have paid you. I have asked for proof of payment she doesn't send to proof that she did make a payment. She can fight and shift the blame .