Refund enquiry

<p>I received an email for the refund that I am suppose to receive. I have sent the necessary documents including a bank form but I have not had any response of when will I receive my refund. When I did a telephonic enquiry a lady said to me I will receive a confirmation email but till today there is nothing.</p> <p> </p> <p>Can someone please update me what is going on.</p>