BMW Finance Hogging my Refund!

So my vehicle got written off and was paid off on 31 December 2021. In the meantime I followed up with the finance house for the settlement letter as I needed to finance another vehicle. BMW finance only allocated the payment on 15 January 2022. In the meantime, because I had a credit balance I app**** for finance with them with my credit balance as deposit. My finance application was declined and I requested that my credit be refunded. I have been sending a myriad of email requesting for my refund but all the time I get a standard response that this will be attended to within 24-48 hrs. In the meantime I cannot proceed with my Vehicle finance due to this delay. Doesn't help that Oaitse Lesetedi of BMW Finance is not giving me feedback either. All requested information has been furnished to them.