Refund missing!!

We have app**** for our refund from Iemas and the refund was approved on 12/11/2019 but the money has still not been paid into our account. I have made numerous calls and have sent emails with proof that we did not receive our refund but everyone just says that they are still investigating and will get back to me. They never do. Its been more than a week and still no one can answer me. We have been with Iemas for a long time and are still using them. I expect better service.