Loss of family member / Refund

I've been asking for a refund in forever. I paid R8590 on the 22nd of December 2023 and was supposed to move on the 1st Jan 2024, on the 27th of December 2023, I requested a refund due to a sudden loss of one of my immediate family member, informing you guys that I cannot move anymore and that I'm within my 48 hour timeframe to retract my decisions to move therefore eligible to a full refund of my deposit and first month's rent. I was informed that finance reopens on the 5th and that they'll attend to it and I should send a statement of my account. I did that on the 30th when they eventually rep****. It's the 5th and I've sent multiple emails regarding feedback. Nobody acknowledged it. What do I do now?? Because I'm relying on that money to assist my family with the rituals and ceremonies.