Refund over settlement rates overpayment EMM - since April 2023

I sold my house in Gauteng in Feb of 2023. The transfer went through late April 2023.I had to prepay the rates and municipal bills. I now live in the WC and there are credits on the account that have not been refunded to me, and the conveyancing attorneys have had no response from EMM. So this is what happens when you call - no one knows who to contact and you get a list of 011 999 ***x numbers to call. 99% not answered, and when answered are referred to yet another 011 999 ***x number. I have 8 011999 ***x numbers, yes 8 -and no return calls, unanswered calls, and even the managing agents for rates (confirmed credit balances).Why can the managing agents just refund the credit balances, and why does the municipality not refund the monies. I guess to keep in their coffers and maintain the status of one of the worst municipalities in gauteng.