Refund request

I did a refund request on the 24 of October 2024 for a specialist visit. I submitted all documents required and do follow up after their stated SLA however I still have not received my refund. It’s a month later now, I called on the 25th and was told it was not captured which was the same story I was told when I followed.

How long should one wait for refund when on your Ts and Cs you stated that it’s done within 7 days