STANDARD BANK - UNACCEPTABLE LEVEL OF SERVICE

On the 29/11/2019, Money was deducted from y credit card from the Standard Bank Device Store for an order I placed. I received confirmation of the Order as well as an Invoice. When i called to track my order they have no record of this order, it's one week later and i have no feedback from them with regards to a refund of supplying the good. I then contacted Standard Bank Prestige Banking, where there were e-mails back and forth requesting information me, which i provided. Today i received an e-mail from Prestige Banking with a reference number and them saying i should expect a response on the 24/01/2020 - UNACCEPTABLE HOW DOES IT TAKE THIS LONG TO PROCESS A REFUND FROM STANDARD BANK TO STANDARD BANK???