Process my refund please

I sent a parcel, present to my sister in SA last month. She received an email from FedEx telling her she needs to pay for customs or they won’t deliver her goods. I offered to pay did and international bank transfer. They said they didn’t receive it so I did it again and was told I need to send my bank statement as proof which I did. Two days later I noticed I’d made two payments to FedEx, I emailed them about this and was informed a refund will be processed once the money has reflected in their account. More than a month later I’m still waiting for a refund which is close to R4000. I emailed again and again was informed the refund is being processed and the matter is with finance now. How long am I supposed to wait?