Waiting on my refund

Just over 2weeks ago log o complain on Hello peter as its the only way one can get assistance fast, i was told i would get my refund and even provided my bank details, but until now i have not received it and when i called in the lady i spoke to said she cant see anything regarding me getting a refund, she said she is escalating it to be investigated which i must wait now again. i have been waiting now for over month regarding the refund, how long does it than take for you guys to do a refund?