Rochester - Terrible Support & Delay in Refund

I purchased items from Rochester Baywest on the 13th of September and had to cancel the order on the 14th of September. I purchased alternate items and a credit was due to me. I received an email on the 16th of September stating that a ticket was raised for a refund. I then called the store and was informed that the refund would be processed in 7 to 14 working days. I have not received my refund yet and now the acting store manager informed me that their system states that the refund is "Declined due to: Sales order has a debit balance". The acting store manager will not give me direct contact details for anyone at Rochester Head Office, so that I can resolve this matter. The *** number doesnt work, I've tried for the past 2 days. The whatsapp number is also proving useless. I've logged 2 complaints on the Rochester website and received 2 automated responses with no further assistance. They're quick to take your money, but not so quick to refund. This is the second time that I am experiencing terrible service from the Rochester group.