my deposit at imperial has not been refunded

I have been trying for the past month and a few days to get a refund on my deposit. My business partner has been driving to the auction building a few times and documents were presented which was required but yet the matter was not taken into consideration from consultants from imperial.<br> At the end of October we had called service consultants and we were told that the refund was processed and we will receive the refund with in 14<br> days.<br> No communication was made from imperial side but a contact number was provided to them.<br> I there after started contacting imperial myself and i was referred to Murdel, there was progress but yet again i had to keep phoning and finding<br> out how far the process was<br> Murdel requested a proof of payment and my partner sent it to her but there was no response that it was received, neither were we told that the documents we provided had insufficient information required. I resent a document which clearly states the payment.<br> I then got positive response saying that the refund has been processed and will be in our account the following Monday 21-12-2015, but nothing reflected. I tried emailing and calling but no response knowing it was christmas