Complaint Discovery

I recently requested for MSA Refund from discovery followed the procedures and paperwork was submitted. On the 04/10/2018 I received an e-mail from discovery: “ have sent the requested for the refund to our finance department, please allow 2-3 working days for feedback.

Your reference number is ********** 416.”

I then phoned in to on the 07/10/2018 to check what is happening I was still not giving straight answers just told that paperwork is with finance department. Nobody phoned to verify account details or anything I had to ask in which account. It is now 15/10/2018 nothing from discovery.