refund

On the 26 February 2018, Spree had received my returned Item, because i was not happy with the garnet on how it fitted me and it was too big. I returned the item for a refund until to date I have not received the money. Last week Wednesday (14 March 2018) I check the status of the return item, it was highlighted on my profile that the payment was made. I check both bank account I own, and payment notifications, nothing. I started contacting Spree to inquire about refund on the same day, I spoke to their call centre agent i was told to confirm my banking details, and that the refund will be processed on that day. I waited nothing, on Friday (16 march 2018) I decided early morning to call them again to find out what is happening, I was told that a request was sent to finance department I must expect an email confirming from either 2 people who are probably their authorisers, I waited still, nothing came through , then I decided on the same day in the afternoon to call and find out the status, firstly the agent told me same the information that was appearing their system that it has been paid. I told her that this was corrected on Wednesday and it was confirmed that the payment was never processed. Then she told me i must wait for a confirmation email from these 2 people , of which i told her, that i am not hanging up the phone until they send this email confirming that the money will be refunded on that day. The email came through but, until today (19 MARCH 2018) i have not received any proof of the payment, or the actual payment into my account.

What frustrates me first, is they have bridged their own return policy that states that the refund must be made within 10 days , if not they must be contacted. still with me contacting them i have received poor feedback.

Also they have falsely represented wrong information on refund status on my profile, stating that the payment was done.

Completely unacceptable, and unprofessional of them. I honestly do not understand why it has taken this long, to refund me.