Missing fund, no response..

It’s been about four months now and am still battling with a resolution. On the 7th of January an amount of R20000 was missing after payment. I followed up on secure chat and I was informed that the amount was flagged for *****. The next day I followed up with a call to the ***** department and I was given the case number and the assigned person by the name Nthlamulo Baloyi who didn’t respond for a long while until after many calls to the ***** department. I eventually received an email from Baloyi and immediately realized a fault in the amount that was declared in the email to be R10000. I rep**** to correct the figure and also supp**** all the requested documents. There was no reply there on but I kept calling the department until one of the agents said she was going to escalate the matter. The next day, I got a reply by email and it stated that the case has been resolved and R10000 will be refunded into my account. I replies again by stating that the missing amount was R20000 but only R10000 was refunded. I have since been trying to get through to the agent and department to no avail. Several calls that only keeps me held online and emails that has not been responded to.. this is April and am yet to find a resolution.. A friend advices that I should approach ombudsman… has anyone else witnessed such before?