NO REFUND AFROX!!!

I religiously pay my account and am always on time and am not in arrears. So when I overpay my account by more than R 1400, you would think the accounts department would act swiftly. However this is not the case. I am now officially in my second week of trying to get my money refunded. Even after calling a week after overpaying on my account, I was told the accounts department had done nothing about it. I WANT MY MONEY RETURNED THIS WEEK! Or I am going to the Ombudsman! Customer service shocking!!!