Refund not in my account

I bought clothing items on Spree and returned 3 of those because they were too big. I then got an email on the 25th of October 2017 that my refund was processed and I would be receiving my money in my account within 2 to 3 working days. I haven't received the money in my account and have called Spree 3 times already and all the agents confirm that the system says the refund was processed but there is no proof of payment to confirm this. They have confirmed that they have been having problems with refunds lately but I'm worried that they don't communicate with me after the call. They don't give me an indication of whether or not my issue is being attended to and they don't indicate to me how long it will take to resolve the problem. I'm getting really frustrated with their poor service. Can someone please attend to this ASAP. My order no. is ********** 27-1 and the refund is for R 857.