Poor Refund Application Processing

I app**** for a refund on the 10th of May and I was told that the refund process is 14 working days. Yesterday marked the end on the 14day and still no money in my bank account. I have been trying to get hold of anyone at student finance and I have failed. I am not sure why the university is behaving like this or is it just the incompetency from the stuff. Please urgently assist.