Disappointed Client

There is a refund amount of just over the R800 due to me. I need to know when the money will be refunded to me. I did speak to a lady previously and I also emailed her my ID and my marriage certificate. She said because I lost my ID with my marriage surname I wont be able to get this refund.

I really think this is brutally unfair to me. Kindly please assist me in this matter. I cannot believe that a company like Consumer Friend can not refund me as I still have my ID with my ordinal surname on.