can't get my money back

How is it that it takes 15 days- 6 emails- 4 consultants and a team leader to still not get my money back? Due to an error of paying R1000 into an account that had been paid up and closed (belonging to my bf) edgars owes me- or at least him R1000 and they acknowledge this, but refuse to pay the money back? We have sent emails, and bank statements and were told twice that that it will be paid within 72 hours and its escalated blah blah- well clearly you need to send your staff back to school cos 15 days is waaaay over 72 hours! The thing is- they don't even contest that they owe the money- they admit that their system shows this- and they admit that they do have my bank statement showing proof of payment- but it just isnt getting paid COME ONE EDGARS, PULL UP YOUR SOCKS!!!