Request for refund - lack of service

I submitted a request for a refund.<br> I provided proof of payment as requested.<br> I was told that the instruction to refund was sent to my bank on the 29th of December 2015.<br> I have as yet not received any funds.<br> Today i get an email requesting proof of payment (again) so that the claim can be assessed.<br> I phoned the call center today to query the fact that i have not received the monies and have been assured the funds were paid into my bank account on the 29th.<br> Which is it?. <br>