A month delay in a simple return of funds transaction

On 3rd of March 2018 money was paid to Allan Gray Offs**** account to be invested. They rejected the transaction and rep**** that the money was actioned to be returned to source on the 6th of March 2018. It is now the 6th of April 2018 and the money is still not paid back to the source. I've had several attempts to resolve the issue but only get technical jabber that the banks are trying to trace the money but are unsuccessful in their attempts. I get told to phone my bank, their bank and the settlement banks to resolve their administration issues. It is impossible to speak to someone that has the authority to resolve the issue. Every persone at Allan Gray I've spoken to assured me they give world-class service and my experience is unacceptable but they can unfortunately not help me. What does it take to get Allan Gray to just do their job. I trusted them for 13 years with my investments just so they disrespect in this way...