Bad Service

I have cancelled my booking for Thailand and expected my refund as I have paid almost the whole amount for my trip. I was told that the refund was done on the 30 April 2019 and the money is not with STA anymore!!!! I haven't received the money and its the 7th of May 2019!!!!! I keep on calling the consultant who assisted me when booking, and she keeps on saying that she has called the finance department but she doesn't get back to me to inform me about what's going on... I have to keep on calling her to find out what is happening... Today (7 may 2019) she calls a friend of mine who I initially suppose to go on the trip with to find out if the money was paid into her account!!! how can the money be paid into her account when I was asked for my banking details were sent to the consultant on the 15th of April 2019

I am really unhappy with this and it seems like this problem is not getting resolved!!! I was told that it takes 3-5 working days for the money to be in my account and still nothing!!!!! this problem needs to be resolved ASAP!!!!