planet fitness online application that no one in the branch seems to know about!

so after i did an online application and went to go collect my tag as they state on the email sent after the payment was made i then came to realise that the people working at planet fitness have no idea that a online application can be done and unfortunately they couldn't find my application i then had to request a refund as requested by the branch i then did so on the 11 july they then said it will take 14 days for the funds to be refunded i therefore sent them my bank statement and the payment confirmation as requested.After 15 days they are still trying to trace my payment which i don't understand as its been 29 days since the payment had been made .