Refund not received after 6 business days

I cancelled an order because what I received did not match the contents of the box. The refund was processed on 9 October, it is supposed to take 3-5 business days to reflect in my bank account. It is now the 17th, the 6th business day. There is no trace of this refund in my bank account. There is no number to call, I've e-mailed the generic e-mail address and the reponse I received was "the refund was processed on 9 October". That's it.

I DID NOT RECEIVE MY REFUND - WHO DID THEY REFUND?