Long overdue refund

Good morning, am writing to express my unsatisfaction with your refunds department where they had send me a confirmation that the costs from one of my claims were being recovered and as soon as my access is recovered I will be refunded. This was in March and based on the arrangement made with the defaulter must have been recovered by Sep 2019, I still have not received that refund to date. I called to follow up this year and also send email reminders with no feedback. Can you please look into this and advise on my refund?