Rates and taxes refund not received, 5 months later.

We have sold our house in February 2021. It has been 5 months now and no feedback to the refund of the rates and taxes we needed to pay for the clearance certificate.

Mavis does not reply to emails and she also does not answer the phones.

How can a refund take so long. I have personally went to the municipality and they advised me it will be done and it takes 3 months.