Savings refund claim

I have since submitted a claim for my savings refund and it has been almost two weeks now without getting the refund. The Bonitas option in question (BonSave) has since been closed over twelve months ago and as a result, it cannot undergo OR wait for another months period as prescribed (At least this is what one of their agents advised me about). I speak to a different agent almost daily with the same response: "the matter has been escalated" but nothing is happening.