PAYBACK MY MONEY

I made a mistake by transferring an amount of R10500.00 on the 15th December and went to them to let them know I gave them everything they need to process my refund. firstly no reference was given to me,no further communications of how far is my refund process taking because they said to me that it will take 7 working days to day is 8th day but they still saying my refund is awaiting approval from billing and the chat consultant said to me my refund process was logged on the 21st but I went to them on the 15th and the consultant at randburg said I must count from the 17th. I have debit orders that have bounced. I HAVE A TODDLER THAT NEEDS DIAPERS AND FOOD FROM THAT MONEY