Refund Request

On the 25-Jan-21 I erroneously paid R5000-00 instead of R500-00 via EFT towards my Ackermans account. I called on the 27-Jan spoke to "Shane" requesting a refund for R4500-00 and was told that I'd be able to get this, I need to send the Proof of Payment which I did. On the 28-Jan I called again and was told to send a copy of my ID, Refund Letter and 3 Months bank statement which I did same day and was told turn around time is 5-7 working days. On the 03-Feb I called querying on the status, spoke to Shane again & he said it was submitted to finance to be processed. On the 08-Feb I called again and spoke to "Helen" who said she's the one that processes refunds and she hasn't received my request so I had to email everything again to her. Apparently there was an error and my request was never sent. When I called this morning I was told that my request has been submitted twice and no feedback from finance has been received. I've lost hope of getting the refund and am now simply requesting form my money as I paid more than what I owe them, my frustration stems from the fact that I now see that refunds aren't their area of business and had they told me that I won't get back my money I could've made other arrangements for other bills I need to pay. Never have they ever called me to let me know what the progress is I'm the one that keeps calling even though they tell me they have my details.