Holding funds randsome

I have spoken to more than 1 consultant at the call centre and finally when I got to Busisiwe Nkosi and it really seemed like she will help, she said the email I sent that i got directly from the merchant to show proof to release my funds, she said she can't help as it is apparently not sufficient, I spoke to merchant again and received more proof, sent it to her again and then never received any response back, merchant released funds 29/11/2018, back still hasn't released back into my account.