Poor customer service: Refund

I have made a layby at Rochester Centurion late November 2020 with an amount of R4600. On the 16 of February 2021 I transferred R1500 and on the 17th of February I transferred R500, which made my total payment to be R6600. On the 27 of March I called their call center number asking whether there would be any cost implications if I cancel the layby and I was told that there wont be any implications. I then went to the store to cancel my layby and I was advised that it would take 7 to 14 working days for my refund to be paid back to my account. Now that the 14 working days have passed, I called today (20/04/2021) to ask about my refund and I am being told that it will take 30 working days for my refund to be paid. Now I don't know which one is correct. I requested to speak to the department that deal with the refund and I was told that they are not taking calls or emails. So how am I supposed to follow-up on this if the people who are supposed to assist me are neither taking their calls or emails?