Refund

On the 17th of October 2022 i bought a car on we buy cars auction, the vehicle was not what was described online and i requested to return it and we buy cars was very quick to accept it back and refunded my money a week later to my we buy cars profile. I was very happy as they didn't make it difficult to return. But now for the past 3 weeks i have been waiting for my money to be deposited back onto my bank account i phone and hold for about 20 minutes and when i do get a person they always say it is being done why is there no office that i can go to in order to get assistance i need my money as in yesterday i can't find a healthy car at we buy cars now i want to buy elsewhere but my money is held. At we buy cars no one ever contacts me for anything i am the one who has to follow up all the time and be told that it is being done. But for how long.