Disappointed in take a lot......

I never had a bad experience with take a lot before until know....I cancelled a order that was taken to long, first of all I could not do it on the app as they say you can, the app tells me to phone customer services, struggling to find a number for customer services I phone, same day I get a email to say that my refund has been processed successfully and will be paid into my account 3-5 working days , we are at day 7 no refund, call them again to find out what is going on just to be told that they need my banking details, which I don't understand because it is the same account. I ask the operative why the previous operative did not informed me and why did I get an email to confirm that the refund was paid, she said she did not know, I ask to a manager, apparently know manager available to take my call, she will ask them to phone me...still waiting. I tell her so know I have to wait another 3-5 working days, this is unacceptable, know we are going to go for almost 10 days, when you have to pay it needs to be know, why are they not being held accountable for there mistakes.....I am so disappointed in them, I loved shopping at take a lot but I think I am done know, I know one less customer won't make to differences to them.