Refund pending 11 months after property is sold

Our property was sold February 2015.The account was in credit. I was at the office a couple of times and phoned numerous times. The first papers was miss placed. I submitted new papers in January again after receiving a account for money outstanding. That was a mistake and I understood the refund would be paid out soon. After holding for 14 minuets this morning I was told yet again it is not processed. The dates doesn't match. It must be processed again. This is now the forth time. I don't stay in the area anymore and I mean a year...If you owe them money they will threaten with legal action or suspend services. What else must I do. I even got the ombud involve. Yet again I am getting now where.