Refund

I requested a refund and they told me they are processing it, I should wait 3-5 working days, I asked for a follow up on the 4th day because its usually very quick and they told me to wait, only for them to tell me on the 5th day that the refund was rejected, today is now the 10th working day and I have not received my refund even after giving them alternative banking details. I have never experienced such incompetence. On top of this they take too long to respond and answer their customer care line.