Refund still not received

Good day my name is Kefiloe Moatshe on the 12/12/2017 I was informed by my debt counselor that there is a refund that is owed to me by nedbank and I will need to send my bank statement so that the refund can be paid out .the first bank statement was send out to the debt counselor on the 12/12/2017 but was only received by Nedbank debt rehabilatation on the 19/12/2017 .I followed up on the 27/12/2017 with my debt counselor who advised me that they haven't received a response from Nedbank on when the refund will be paid out I then asked them for their contact number ********** 279 . I called the nedbank debt rehabilitation contact center I was then advised that they need a new bank statement as the one received was older than 3 months ,the new statement was then send out to them on the 27/12/2017 I was then advised that the refund will take 3 to 5 working days .Today I called in to follow up when will the refund be paid out I was then informed that it will take 3 to 7 working days every time I call I am given a different story that some consultants are on leave that is why there is a delay I need clarity on how far is the process on my refund and when it will be paid out .