I had a listing with Nedbank

I had a listing with Nedbank. I managed to get a settlement quotation and settled but the Legal team later advised I qualified for a discount and I received a second letter however they made payment the same day I got the discounted letter. On 01 August since then I was advised they would refund me its now 2 weeks later and only now I was asked to confirm with the company who settled my account if they could refund me. I called and was initially told everything is in order its only to process my payment no later than 18 August and I have this on a recorded line. The company since confirmed they can refund me and now it's just silence. O'Dell is really helpful but the turn around times are extremely delayed and they don't seem to want to help me