REFUND NOT GIVEN, 6DAYS OF PROCESSING HAS PASSED. AM I ********?

My refund of R10200 has not been processed. Mukuru does not want to give me my unprocessed funds back, this despite having sent them everything they requested of me (i.e bank proof of my deposit, my bank letter confirming my account, a picture of myself holding my identity doc, etc. I have made over 10 callback requests and everytime the consultant tells me they are escalating this and it will be resolved, with no tangible requests. Its now 6days and i am still waiting for my funds. WHAT MUST I DO. I FEEL MYCASH HAS BEEN ********.