Spree cancels paid order and delays refund

I placed an order on the Spree App and paid the very next day via EFT. Spree then cancelled the order. When I enquired about why it was cancelled the call centre agent did not have a reason but apologised. I then sent details to be refunded and after a week have still not received this. When contacting the call centre again the same agent said "It probably wasn't done" then placed my call on hold for almost 10 minutes while supposedly sorting this out with the Finance dept. Unacceptable service from Spree.