refund still not processed

tomorrow it will be a month since I unfortunately made a double payment to fedex towards a delivery to South Africa. Ever since then I have been in contact with various people (supposedly) working for FEDEX. Most of the time my emails go unanswered or it takes them days to answer in a way that is of no further help to getting closer to receiving my refund. I eventually was told that Fridah is repsponsible for the payment. When I eventually got a reply from her, she told me that she had only received the invoice for processing the week before. Okay, now why would this be a problem. how much time does she need to process this. Instead of explaining the process everybody becomes silent. Today, I wrote to Fridah again, received an automated email stating that she is now on leave until the 8 October (not sure how this is possible as we are already in November) Was given a number for Sarita, but either that number does not work as it rings once or is always busy. Considering the refund is more or less R2703.60, is it really such a big deal to take a whole month, or possibly longer to process this?