Terrible Service in Baywest Mall Branch

I canceled my lay bye on the 1st of December, I was informed it would take 7-14 days to process the refund. It has been 12 days with no feedback or sms to inform me of the refund being processed. I called the store tody and they informed me they would look at the system and get back to me. I waited and no feedback. I then caled again and was informed of IT issues being experienced and that once those issues are sorted they would then send the refund to head office. Mind you the consultant that was assisting me with the cancellation informed me that they would send the information to head office the same day. You mean to tell me you have been experiencing IT issues for 2 weeks hence my refund has not even been processed? I need this matter escalated asap. The re way the consultant was no nonchalant when doing the cancellation I just new it was not going to be her priority for the day, but to actually not process it for 2 weeks is beyond unacceptable.