Refund

Last month I made a payment to a wrong reference number. Instead paying to SADV reference mistakenly paid to Webafrica..called for refund and was told that finance department has logged the case..all infor was taken..my baking details.now for the past four weeks.I have been given run around .now when I try to get an agent on chat no response..since my enquiry yesterday.i want my money back .service is poor agents take 30minutes and more at times waiting to get a response..why are they holding my money R440.