Refund not recieved.

I had a laybye cancellation done on the first week of December. I was advised to wait for 14 days. I have called thi store and they always promise to call me back. I have escalated the matter with the head office and that itself has not bought any solutions to the problem. I called the branch on the 4th of January and they informed me they are still yet to capture the documents and give me a reference number, ehich I have not received still.