Cant get my money back!

Its been over a month and they wont give me my money back (R15 000), they sent a email saying my account is verified after I sent all the requested documents. Now they say they are working on it, with no reason for why I cant get my money back. They say they have escalated the issue. Now, since early September they dont even answer my emails anymore. I WANT MY MONEY BACK, I NEED MY MONEY BACK, IT IS MY MONEY NETELLER, COME ON DO THE RIGHT THING.