Poor service

I phones consumer friend more than 2months ago in order to see if my account has been paid up. The accounts department confirmed this and also said that I am in credit and that I will refunded. So 2 months went by but no one mentoined that I had to email a copy of my I.D and 3 months bank statements. So I would like to know what if I never followed up would the credit just have been left there forever? I want my money back asap.