No refund of credit balance on credit card

I have logged a complaint for this via the ABSA complaint line on the 3rd of March and to date have received no update. When I query reference number ***, I simply get told that there is a backlog of complaints with no action being taken to resolve my complaint. New agents respond to my mails every day requesting the same, already furnished information. As at 2011, I had a credit balance on my credit card. The card has since expired and ABSA cannot trace the money on the card in order to refund it to me. I have supp**** them with all the relevant documentation, but all I receive are promises of feedback with no actual responses. Please refund my money owing to me from my credit card.