Rochester Stone Ridge Bad Service

On the 3rd of October myself and my wife Christa Poole went to the Stoneridge Rochester branch to cancel our laybye as i lost my job due to covid first I called the branch they told me to bring a copy of the bank details so that they can do the refund less 1% cancellation fee yesterday on the 26th October almost 4 weeks later I called the branch to find out feedback they said we did not give them the proof of bank details first of all it was promised that the refund turn around time was 14 days its over 21 days now and still nothing every time Icall the Stoneridge Rochester branch sounds like no one knows what they are doing no one can give me a straight answer. bad service very bad service