10 days later and still no refund.

I made a withdrawal on the 14 December on the funds I had on my ASAP ACCOUNT. I still haven't received it in my account. It's over 10/11 days now. What's the hold up on this? I sent an email and no one is attending to my query. That's over R400 that I need because you were out of stock on some of the products I needed.