Delay on Refunds

My cancellation was submitted on 01/12/2017 ,a follow up was done on 05/12/2017 and I was told to wait 5 to 7 days . Another follow is done on 08/12/17 and I am advised that I should wait 5 to 7 working days still.This time I am told day 1 is a day after the application has been received. Can someone advise when I am getting my refund as this is like a back and forth thing with the feedback Im getting. My emails are not responded to ,only the same answer when I call in ,why is that I have to wait for so long for my money? I urgently need the funds!!