Bad service and pending refund

I bought a paid for a voucher via eft as I did before only to find out there's issues. Called back the next day only to find out that Vuma wasn't accepting my eft payment and my account has to be canceled and reordered which they did and received my easypay ref where I had to use more money to purchase a voucher. I was advised that I would receive my refund on Tuesday or by the latest on Friday which is today, up till now no refund has been received.