No response with regards to my refund

So ive been mailing Nedbank since the 27th July and each mail i get a response saying they will respond within 72 hours. To date i have sent 10 emails and not once has someone gotten back to me simply because Nedbank has to refund me. Had this been the other way around where i needed to pay Nedbank the response woulda been very very fast. So again for the 100th time WHEN WILL I GET MY REFUND ?