Absa not paying me my refund

I was due a SARS refund and the money was paid in my closed Absa acc as instructed I went to the branch where the consultant assisted me and I submitted all required documents which was sent to the relevant department where he got an email from Julita Mokoka on the 6th August 2026 indicating that the money will be paid in my nominated account within 2 to 5 working days. This time has since passed and when I went back to the branch on Wednesday the 19th I was advised that this will be paid by Friday which is today. I can confirm that this is not paid and would like to lay a complaint and feedback when will I get my money?