City of Tshwane municipality

Battling since 2018 to get my R8500 rates and taxes excess back from them after selling my house. Went to their offices again in Centurion and was promised that the payment will be done within a week. I was told to call within a week to get the reference number ***, *** (Lucy). Phone just rings. You can call any number associated with them but no one answers. They do not hessitate to cut your services if you are R1 in arrears. Been paying them on time for years.