Delay in refund

Spoke to the Call center at VAF and enquired about refunding my installment debited on the day the vehicle was settled which was on the 7th of December 2017. I was told that i needed to wait 3 days. This was 11 business days ago. When we followed up with VAF again the 14th of December we were told we have to wait 3 days, it is now 11 days since 1st engagement and still nothing. Very pathetic service from a bank that prides itself on customer 1st.