REFUND TAKING TOO LONG AND NO FEEDBACK

I settled my Bradlowa account on the 25th of January and I was charged extra and was told to ask for a refund from the relevant department. I emailed my documents to Themba who sent them through to Portia Ngwenya who had to capture and process them. I confirmed with her on the 2nd of February that it was done and she said it would take 7-10 working days for the payment to reflect on my bank account. I am still waiting for the refund and everytime I call to find out what feedback I can get, i am given the run around and Im told that I will be phoned back! Today I was told my query needs to now be handled by management and I shouldve been phoned back and I wasnt. I am very frustrated by this service I am receiving and it is also annoying that I only found out that I had payed extra because I requested a settlement letter. So had I not phoned, I wouldnt have known! How many people are being ********** by these "estimates" that are given to us.