Refund not being paid out

I have finished my contract but paid excess money as I did not receive my account monthly. I have been waiting for more than months to receive my money back.

My case reference is ***. I have submitted stamped bankproof documents on the 22 July 2024 and received confirmation that the case was closed. I was promised mu money back in 7 working days.

Today is the 14 August and still they are not replying to my emails. I dont know what to do anymore.