Pathetic Service from Ombudsman City of Joburg

We have been in contact with the City of Johannesburg for 5 years and the Ombudsman from September 2022. I deal with some half-brained individual 'Olebogeng Modise. He can`t process a simple refund. On 10/01/2023 I got a feedback: Yes there is feedback, i just need to have the letter signed off, and will forward same to you. Then Please note that our investigations take up to 6 months and we are still within the timeframe as far as I'm aware. I cannot issue a letter without my line manager's signature. Today 13/02/2023 no feedback, no letter, nothing. No wonder this is OMBUDSMAN for Joburg City, A WORLD CLASS AFRICAN CITY. This is a joke