Spree fail to refund and say they have - zero customer service

I returned a pair of trainers that were too big; requested a refund via EFT. Received an email on 31 May saying refund will be issued in 3-5 working days. 16 days down the line, I have still not been refunded yet the status of my account reflects my refund was issued! Emailed the support centre 4 times to no avail. Tried the call centre repeatedly and either have an agent who professes 'my voice is too low' or an agent who just hangs up on me. Shocking, shocking service! I want my money back.