Refunds and account closure taking forever

I went to the city of Joburg both in October and again in December for a refund on my municipal account. To date we haven't received any refunds and the accounts still reflect as open with credit balances. I just want to know what needs to be done for one to get service because when we used to own properties they were very fast in asking for payments but now it's taking months to pay us back. Can someone get back to us please as we have since moved to another province and cannot keep coming back to follow up on amounts due to us.