Money not returned to account

Over a month ago , money was not returned to my account ,I followed procedure and submitted the requested completed documentation and account details (starting 3 weeks ago) but I have not received any update and the money has not been returned to my account! This was supposed to be done within 5 days ,which is what i was advised but nothing yet. I have followed up via email but received not response , I want this done today , I see no reason for any further delays , my ref is as follows [REF:***] , I expect to be called with a solution .