Sleepmasters is refusing to process my refund

I tried purchasing pillows from this store, the rep that was assisting me made a mistake of including pillows that i said i was not taking. An incorrect amount was taken from my account, when they had to correct that i was told to bring an id and bank statement for me to get a refund. I was annoyed i asked them to refund the whole purchase, ive been sending statements hiding other transactions in my statement and they told me they cant process the refund the statement must not hide other transactions. Ive sent them my bank confirmation letter. Im getting mix responses from their support centre, my money is still not refunded.