****mers on REFUND

I reported a matter to this organization in November last year already, and this reference number and details were given to me: *** [REF:***]. At the time, I was served and assisted by Mhlongo, Fortune, who, in return, confirmed that the matter was going to be investigated through SAA and that someone from the contact center would then contact me, or an email would then be sent to me with feedback resolution around the matter, and that this would take or be concluded within seven (7) days.

Since then, I have not received anything from this business, and I have rep**** to an email received from Fortune dated November 30, which, in return, I sent through a follow-up request dated December 21 and January 3.

What is happening to my refund? This is totally unacceptable and embarrassing, if I may add with CAPS!