Process my refund

2 weeks ago I paid custom duties for my parcel from the UK. I overpaid this by x10 times the amount due (finger error). The invoice came from Vanessa Vorster (Customer Relations Representative in ROD) and she has ignored my emails and calls ever since payment was made and me providing documents needed to process the refund. 8 Days later I escalated to her Team Leader Daleen Smith, besides asking Vanessa to provide CQL #. S/He is also ignoring my calls and emails too.