Still waiting for my Refund: DAY 5

I called Tracker connect on the 11th of January and asked why was I double billed for November, and I was also asked to pay cash for that month by the way, therefore I made three instalments in one month because they had a wrong debit order date. That was fixed, then I asked to be refunded one instalment, and they asked me to send through proof of payment for the direct deposit I made. I sent it through on the 13th and I was told that the turn around time is 72 hours of which I think is ridiculous and unreasonable. Then I called in today to asked where is my refund, since today marks 120 hours since I was promised a refund, the consultant told me that I will have to wait a bit longer because my query is number 300 and something on the queue. I think they are running a circus over there.