May I please just get a refund guys.

I canceled an order with NetFlorist, fifteenth (15) days ago and requested for refund. I was advised to wait 3 - 10. I have waited for 3 - 10 working days and now am advised to wait extra 5 working days. I called and was put on hold for a very long time, only to be told that I have to wait extra 5 days, I advised the agent that, that is not acceptable because I don't know what am I now waiting for. Simple Netflorist received money from my account 15 days agao (Money that I cannot even reverse). I have waited the turn around time. Why must I still wait, what am I waiting for? It's just a refund that I need.