No refund at queenspark

I made a purchase on my debit card in October and the item was not suitable, I went to the branch at Gateway for a refund on 12 October and have not received my refund yet. The store insisted on doing the refund on my debit card. I have called on numerous occasions to inform the store and head office to assist me because I have not received my money to date. I am told that the money will be there but there is nothing in my account. The Queenspark head office also refuse to supply a bank reference showing me that the reversal had indeed been processed.