Delay with customer's refund

My car was settled on the 17th but the debit order was still taken out of my account as usual on the 25th.. The same day I called in spoke to a consultant and was told it will take 4 to 7 working days to get refunded. On the 6th I called again and gave in my ref no. Only to be told the claim was logged on the third and I still have to wait 4 more working days... Seems to be very difficult to refund customers.