Quick to deliver, but slow with deposit refunds

Although VitalAire was quick to get an oxygen machine to a family member of mine, the same can not be said about their returns process.

On 21 July I phoned them to enquire about the returns process as the patient had recovered. I sent through all required documentation yet still had to follow up numerous times to arrange collection and process my refund. It's now 2 weeks later, the machine has been collected yet no refund has been paid. What's strange is that only a bank account number and my signature is required to initiate a debit order, yet when I want to cancel it due to returning, I have to send my ID, and proof of bank account...

After another email enquiry this morning, Vicky from Credit phoned me to enquire at what date they collected their machine, as that is the reason the refund has not been processed? Surely you should know when you collected your own equipment.

Staff communication is obviously severely lacking. Please can you talk to each other and get my refund processed?