NO EXCESS REFUND almost a year after my accident!!!!!!

I had my vehicle accident on the 1st August 2018, everything was sorted out regarding my claim and I have my vehicle back and everything is back to normal. I do however have an issue with the way my excess refund is being handled. I've submitted the police accident report after I was told that Miway can't get it and that I have to pay to get the information. This was sent to Miway in November 2018. January 2019 I received a call from Ntsieni Siobo to discuss my excess refund, unfortunately I was busy and asked if he could call me back later that day, he didn't call back. In February I had to call Miway to get an update as I've received nothing since November and after numerous attempts to get someone to help me over the phone, I was told that my application was sent to 2 consultants/advisers and neither of them did anything up until my call that day. I then received a call from Ntsieni who couldn't give me an update on my application and that I must give him all the information again regarding my case. I told him that I've sent it in November and he must just have a look at the documents. I then called again the following day to check up on my application, Ntsieni said he wanted the witness details of which I referred him back to the documents sent as all the information was on there. Ntsieni advised me that he needs a statement from the witness. Ntsieni said he keeped contacting the witness regarding the statement but the witness doesn't get back to him. By May I got very frustrated as my application wasn't getting anywhere. I got in contact with the witness myself and got the statement from the witness within 24 hours of contacting the witness, Ntsieni confirmed receipt of this. Since then I've asked for an update weekly and I'm only getting the response is that he is still waiting for attorney details. I've expressed my frustration as it is coming to a year since my accident. On the 21 June I was told that Ntsieni CC'd his manager Motlatsi Mokoena in the email to get in contact with me urgently. On the 3rd July I've asked for yet another update as I've received nothing since the email. How long does it take to get my excess refund if the accident wasn't my fault and having a witness who claims the same. I've done more than my part, what can Miway say they've done?