Edgars Refund request - NO outcome... WHY - They legally owe me money.

Edgars SUCK! I requested a refund (R3800) - maybe not a lot of money for Edgars Employees, but for me a lot - beginning of August, I was asked to submit docs, which I did on the 20th of August. I followed up 22/8 - not a word since submission. 31/8 I received a mail that my query has been 'escalated'. I phone 6/9 and was told they cant tell me how long refund will take. I mailed again 12/9 NO RESPONSE. What on earth do I have to do to get my money bac****!! Edgars? HOW do you operate? If I owe you money you put pressure on me, but now that you owe me money I get ignored? I REALLY REALLY want my R3800... (should actually be with interest too!) Is there somebody working for Edgars that can actually ASSIST?