Delay in refund

On my first encounter with Hannelie Horvath (Ocean Import Route Controller) based at Plumbago Business Park, I explained that I have a shipment coming from China by sea and I would like DHL to assist with clearance and getting it to Johannesburg. I also explained that my company does not have an importers code and that was not a problem. I submitted every documentation they required from me. An invoice R23763 of was sent and I made the full payment on 30/12/2019. After sending the proof of payment I was then advised that I cannot be assisted because I don’t have the importers code. After the whole process of going back and forth sending documents, the process of getting my shipment was further delayed. I then requested a refund on 02/01/2020. I still have not received and some of my emails are not responded to when I do a follow-up. I need my refund so that I can pay another to assist me with the process. I am disappointed because the process is now taking much longer than expected. No accurate information on when I will get my refund.