Stalling when it comes to reversing erroneous payment

My husband made an erroneous payment of R26 500 to you guys. I’ve made countless calls and emails to tenacity inc to get a refund but till today I haven’t received any feedback. I’m being sent from pillar to post, with the first people I talked to via email for days before they could tell me that they don’t deal with reversals, why couldn’t they direct me to the correct department in the first place then?! I’ve sent my documents many times but I’m still waiting. Worst service ever.