Poor service

I had ***** on my Credit Card. a new card was issued. However I have not received the refund of the money that was taken. On 15 May I spoke to the ***** Department and was informed the money will get refunded in 48 working hours. it is now Monday 20 May. no money. I have tried to phone several times but remain no.4 on the calling list. This is poor customer service. Nobody to speak too and nobody to come back. Between 11 May and 15 May I had to phone and state what happened, Not one investigator followed up.