Waiting on refund

On 1 November I accidentally paid R5000 into my Edgars account instead of R500. The next day I contacted Edgars accounts and told me to send through information - ID, proof of payment. I did that immediately and was told I would be refunded when the funds showed in their account. I was then asked for bank statements. I went to the bank and received my latest statement (October) and sent it through. I was then told I need my latest bank statement and I rep**** saying the November one will only be available at the end of the month. I have been emailing Bonga Ndlovu and he now keeps saying he needs the bank statement which I have sent several times. I have also asked him for his managers details and he ignores my request. I want to know when I will be refunded my money as it is now the 15th and they have received all information needed.