Builders Warehouse - Builders warehouse inefficiency

On 19 February I had to prepay for 25 x 20t paint before I could order. Tis amount was R24,115.00. Last Friday (25 February) when the call centre called to say they cannot supply the paint I said fine please get the refund done so I can purchase elsewhere and they said fine. By Tuesday 1 March when I had heard nothing from the store or the call centre I went to the store as I could not call the call centre again and experience that incompetency, only to be told by the store that they know nothing of the refund!!!! Please note I had already ordered my paint from Spargs Build it (which arrived the next day) and I needed to (still do) pay for this.
Vuyelwa did the paperwork and sent it off to head office, they then simply put it back into my builders card which is not what I asked for. After another call to the call centre I see Thursday 3 March they removed the money from my builders card and apparently deposited it into my cheque account. Today is the 4 March with still no idea of when I am going to receive this refund to pay a supplier that had actually supplied the paint. My bank has also confirmed that there is NO PENDING transactions on the account. Now this morning, after head office agent (Razaan) said the manager approved the refund, they asking for vat no's and company registration numbers. These number we don't have as we are a homeowners association and are a non profit organization. We had to take a special levy from the homeowners to pay for the paint, homeowners of which some are pensioners and now we cant seem to get a refund?
Surely a company the size of MassCash can't be this inefficient?

Where is my R 24000.00??????????