failure to delivery

I have been struggling to get refund from Tshwane, since 2012 till to date I have been requesting my late mothers refund as the account was with credit. Working in Cape Town I been up and down pretoria try to get this problem sort but clearly no one wants to process the request. Even log the request on the app still no responses to date. I'm so disappointed and angry at the same time that to date no has gotten back to me about the account. Clearly there want to take my late mothers credit will not allow that so just give it back