Sorry but I've never accepted that response from the bank..
Even on a card transfer if you say that you did NOT authorise that amount then they have to take action..
But as VM is refunding then they have accepted responsibility, I wonder if they'll be the same with any costs
7/10 days is average for a refund from a corporation..
I would suggest your friend borrows the money from another friend and quickly places it in the bank, otherwise it sounds as though they'll be a squabble as to who pays any charges.. I still though say that the bank should be made to reclaim back the costs, that way any charges are negated