Refund

I have always been impressed with them but this is the first time that I had to be refunded. They refunded into someone else's account in error on 20/09/2019 (i.e. after me providing/confirming my banking details). Now they have been stringing me along and trying to make contact with the person whom they refunded in error. They have been unsuccessful and therefore I am not getting my refund. Who operates likes this?? They need to follow the steps on their side to get the money back from that person but they need to refund me - end of story. They are really really pathetic when it comes to refunding and this part of their process needs serious/urgent attention.