45 Days for Refund

Logged a dispute for a transfer deducted towards online shopping after the vendor confirmed in writing that the order was unsuccessful for the transfer to be refunded. After a phone call to customer care, I was told I would receive the necessary documentation, needless to say, I still had to send an email myself and was assisted rather quickly then and I was grateful at the time. This was 30 September 2019, today 22 October I still have not received any feedback or the refunded amount. When I phoned the customer care center twice, trying to follow up with the reference number provided I was told there is no update available. I am very disappointed, I thought since I have to wait 45 working days for this refund I would have at least gotten updates as the case progresses. Grossly lacks communication and client relations.