Refund due for over-paid accounts after selling property

Getting refunded after a property was sold for both the Rates&Taxes and Electricity accounts are impossible. It's been a year now and when I yet again went to the Client Care Center at Centurion, I was told it's the lawyers who are fault as they have not yet app**** and I must tell them not to lie to me. The lawyers then provided me with a CITY COUNCIL DOCUMENT to proof it was requested more than a year ago ! Acct.no. ********** 882. I can't help but wonder what happens to the money ?