Withholding refund to bank account

Returned items to be refunded to my debit card. Cashier told me refund must be done manually. 7 days later refund still outstanding. I went into the branch at Farramere Square on day 7. I was promised feedback. I ended up calling again today - 8 days in. I am now still waiting for feedback as Queenspark must check with bank. Day8 and my refund of R1598 is still outstanding. Horrible service from Queenspark and I am wondering why refund was done manually? Customer name on refund receipt is also not my name.