Money taken with out any service provided

My payment was made for R2700 on the 09/2021 After nearly a year of asking ,I did not get the birth certificate (I got it from HA myself ) I am still waiting for my re-imbur*****t . Sarita only gets back to me with promises. I have all the copies of the emails and Whats app messages . This is now equivalent to *****ing my money and am I entitled to take this further ???