No feedback, different responses

On 21 January 2015 i made a purchase from a store called Babys World. On the same day i made a return and was credited R400. To date this money has not reflected into my savings account. I called after a week as the merchant said it may take up to a week and was told by the bank that they would log a call for the senior team to make a refund as the merchant was supposed to give me cash. Since then i have told uncorroborating stories around the issue and no one has been able to confirm that i will infact get a refund. After 3 phone calls and much times wasted hanging on they now say that i must arrange with the merchant directly to get the money and yet i have a receipt that says the money has been refunded. I have been with this banking institue for almost all my life. I would like someone to urgently look into the matter and revert to me as soon as possible. The ***