Appalling service

Good day

I am still waiting feedback regarding my complaint dated the 06-11-2025, I have been dealing with Tamara Noel who is the complaints resolution representative and has failed to provide adequate feedback regarding my complaint. She initially sent me an email with what was required of me and once I had completed this she sent me an email confirming she received my documents and that they was going to proceed with the refund which was on the 07-11-2025 to date nothing has been refunded into my account I have sent follow up emails on a timeframe and still nothing. These funds was paid into this account by error and I need my money as a matter of urgency as the service regarding my complaint is appalling it’s over a week and still nothing has been done, no response to emails nothing.