Delayed refund

2nd review after I rated them 1star for bad communication and delay to my refund, only then on the 28/11/2025 they let me know that my refund was unsuccessful and I should send my bank letter for them to make a EFT payment to me, so I sent it on Monday1/12/2025 and without any acknowledgment from the customer service agent I still sent them another email to ask them to acknowledge my document and to explain the refund process so I would assume since it took them the whole month to just process my refund they would treat it as a matter of urgency, I mean this is a prominent company but now I feel ****med, today is Thursday 4/12/2025 and I still haven’t received my refund even after I’ve send my banks letter on Monday the 1/12/2025, I really don’t know what’s happening in that head office because has direct answers as to why I’m still not yet refunded since November.