Refund lodged a month ago

I lodged a refund a month ago on the 11th of July, ive been waiting for a refund since then, im being sent from pillar to post being asked to send my details, i did that every week im told one thing, i call every day with no fail but im not being assisted, im always told that my refund is pending approval, im always asked to send my id's and other things, i send without fail, im always told that my issue is been escalated but can they understand that im using airtime to be calling everyday and made to hold for like 10 minutes? some consulted even drop my call and they are rude.