No refund for two weeks!

I cancelled my order - *** on the 16th May and was told that my refund will be processed within 3-5 working days, needless to say I am still waiting on my refund. I have been dealing with Courtney Hutchinson who cannot seem to give me any proper answers as to what exactly the problem is. She told me to check with my bank, I then asked her for the refund details in order for me to do the check and I never got a response. Then she asked me to send her my statement which proves that the payment was deducted from my account, which I did and still no reply. This morning she told me she will need to send my details to the accounts department to find out what's going on. So what exactly has she been doing to assist me during the last two weeks???