Unprofessional service to client

My mother sold her property, registration took place on 11th September 2025. There is a refund of approx R10 000 for clearance figures due back to her. She has submitted her proof of bank account and has followed up on numerous occasions. Zanleigh, who is apparently responsible for actioning the refund, is always in meetings and NEVER returns the calls. We have tried calling both Kelly, the Junior Portfolio Manager, and Henry, Head of Department. Neither answers their telephones. The calls are diverted to voicemail upon which we are informed that the service is unavailable and to please call back. This is completely unprofessional and completely unacceptable. What is the problem, why has the refund not been actioned??