No response from emails since 21/12/2015

Last year I sold my property. From the very beginning I had problems getting my clearance certificate because there was a problem with my account due to an error on the technical department's side with regard to them installing a new metre at some stage but never updating it on their system - causing my account to reflect a huge balance that was supposed to be paid before the clearance certificate could be issued. Thanks to helpful staff in the technical division, this problem was resolved and my clearance certificate was issued at a cost of R13 955.26. On the 15/12/2015 I received a refund of R2702.61 from the R13 955.26 I had paid and since then I have been attempting to find out why the amount refunded is so low as I was given the impression from estate agent and conveyancing attorney that although the clearance certificate amount is always high, most of it is refunded. I first sent Philipine an email on the 22/12/2015. When I received no reply I called her in the new year and eventually got hold of her - she assured me she hadn't received my email. On the same day, 20 January 2016 I emailed her again and cc Mrs A Kloppers. To date I've received no response from either.