DELAY ON REFUND - NOT WITHIN SLA

I logged a request on the 3/04/2023 for the refund due to me from my MSA and was told it would be paid within a week. I contacted again on the 13/04 and spoke to Nicole who advised the refund is with the finance department for review and finalization. And was told the previous agent provided the incorrect SLA and that payment takes 7-10 business days. I contact Discovery again 18/04 and spoke to Masivuye, who advised Discovery was having and issue with bank verification and they were still within SLA. Today 21/04, which the 13th business day and I have still not received my refund. I spoke to Rezana who advised the refund has been processed and will be released in 24 to 48 hours. This is not acceptable. I asked to speak to a manager. Rezana called me to put me through to a manager and kept me waiting for 5 minutes before the call dropped. She then called me back and said a manager will call me in 10 minues, Its been 30 minutes now.

This is so unprofessional unacceptable. Why was the request only finalised on 19/04. This needs to be sorted out ASAP and I want my refund TODAY!