Refund delayed

I paid multi choice instead of paying for my rates i selected the wrong recipient, i then called them ,they told me due to lock down they don't have a person from the accounts team i was advised to call on Monday the 27th i then called them they asked for pop , ID copy and my stamped bank statement i emailed to them from the 27th even today the only respond i get is a email asking for the same documents from different people within the same team, i was hoping this was going to be resolved before the 7th so that i can pay my rates, but instead i'm repeating the same thing sending the same email to the same email group FreshDesk Notification email <***> ENQUIRY REFERENCE NUMBER : ***8