Unproffessional service Refinery

A refund back to my debit card has been made on 23 December. Staff at Worcester said it would reflect in my account by 2 to 3 days. Ive mailed their headoffice on 23 December aswell.......today 27 December refund has not yet reflect in my bank account....neither has any of headoffice people got back to me as yet....how poor is this service??????