no refund

this is the second time i have contacted you about this, its going on five weeks now my friends are in debt review their account with you is locked but a customer mistakenely paid into the account now you wont release it, their debt councillers have battled to get you to release and they are now still waiting for their refund sort out please they need to pay their rent and your turn around time for this is 15 working days which is now going on way too long their reference is CQLS *** on friday they recieved an email that you were waiting for last approval????? His number is Raymond Oliver he is the persons partner nought six nought nine five eight nought nine seven seven