Awaiting refund

So we booked tickets online, the day when we were supposed to go on the island they cancelled all the trips for that day and they said a refund was processed however it’s been 7 working days yet the funds are still not reflecting. The ladies that answer the phone are rude and don’t have telephone etiquette, and some of the ladies that work there are very rude. So disappointed in this organisation. We just want our refund