Ekurhuleni Germiston

Hello we sold our property in December 2020 we personally went to Ekurhuleni with all paper work for acc to be closed and for us to get our deposit and fund that the transferring attorneys paid to Ekurhuleni acc just for paperwork to go missing after 2nd time going to Ekurhuleni in Germiston paperwork went missing again eventually I emailed the city manager and city manager forward message to co workers to attend to the matter nothing is still sorted I even mailed the mayor were he forward to CO workers to attend to the matter 7months is frustrating to wait for a acc to be closed and for a customer to wait for their own money to get paid back to them, can someone pls advise