Contradiction of refund processing

Made a purchase and transaction was successfully and deducted from my account at 11:38 on 28/11 and same day 11:31 recieved email that my order has been cancelled.

When requesting for my refund ive been sent from pillar to post. I paid online using eft method without saving "Runway" as beneficiary and their Consultant advise that in my case they will need Bank satement after following with call. Bank statement sent and the receipt was confirmed and promised to send to account for processing.