Refund not paid 3 weeks later

I made a payment for my Price account which was in arrears for longest time. I managed to pay my account off and mistakenly I paid extra which is not that much however it is my money and I want the funds to be transferred Back. Call was logged on the 07th of June and it's 27th of June 2024 the funds has not reflected. I emailed and a lady by the name Sivashni Mottian advised , that my documents were received and has been sent to ACS to process and that's was on the 11th of June 2024 . Thereafter I have not received any feed or the refund.

When my acc was in arrears I was receinvg calls 3 to 4 times a day. Now that I have paid up my acc n paid extra by mistake it's a hassle to get the refund.

I just need this query to be sorted out urgently please.

N I Chili ***