Refund request pending since March 2019

I have been in contact with this office since November 2018. I have since received my account statement which showed payments ending on September 2018. I settled my account in November 2018, but deductions carried on from October 2018 to February 2019. I filled in and emailed through the refund form In March 2019. There hasn't been any repayment done to date. I have been in contact with their office more times that I can remember. I have attached statement I received in 2018,the prove of payment when I settled my account and the payslips proving the deductions that carried over. i want my five months payments back.