Still waiting for refund after 27 working days

I’ve been waiting for 27 working days and counting for a refund. On 19 October, I sent a refund request. On 20 October, Bronwyn Rossouw rep**** confirming that “we will attend to the EFT request” which takes “7 - 10 working days”. The refund is now way overdue. My follow-up emails requesting feedback on this matter have been ignored. I except an e-mail reply promptly, with proof of payment so that this matter can be closed.