No refund

I made a booking on the 16th of December and paid R548 via an immediate EFT, due to unforeseen circumstances I had to cancel the booking on the same day. I emailed SweepSouth requesting a refund and submitted my banking details, I was advised that the refund was requested by the Client Relations department on the 18th of December. I am yet to receive the funds, nor have they sent me proof of payment - claiming this is a bank delay.