Emails, calls, reference number of no use. Still no answers.

Completely disappointed at non service received. Our bond was closed in July 2024, due to us selling our property. A substantial amount is owed to us for the yearly insurance, which was paid. We received an email early December, advising us to expect our refund. As to date we have still not received it. I've have queried via, email, call, more emails to no avail. It's our money which I feel us being "******" from us. What about the loss of interest we could have received on the funds if received months ago.