Refund and closure of the account

I took a consolidated loan whereby as per agreement Ackermans is one of the accounts that was paid up and which I had to close. The Ackerman’s account was overpaid and therefore an amount of R485.11 was due to be refunded back to me. I have made contact with the store asking what I need to submit in order for me to be refunded and for the account to be closed. The request was that I need to submit 3 months’ bank statements, Id copy, proof of payment, and a letter advising that Ackermans owes me a refund and that I would like the account to be closed. I emailed all documents on the 3 August 2022 and I received a read receipt back that someone in the department has opened up the email. On the 8th of August called in and was advised that no documents were received and therefore I need to email it again, which I did and again received a read receipt from the department. On the 17th of August 2022 received an email from LUCINDA MATTHEE requesting for the same documents to be emailed I rep**** advising that all documents were emailed and therefore all documents were attached. Again I emailed the same documents. It is now the 22 August 2022 I have not received a refund nor has the account been closed. Ackermans has failed in the refund and closing of the account. The other clothing store accounts have all refunded me within 3 days yet I am battling just to get a refund and the account closed with Ackermans. I have advised that if this is not resolved my next step will be the credit ombudsman. I all proof of my emails that was read by the department.