Outstanding reversal amount

It has been 27 working days since I requested for a reversal which I provided Bank receipts for and till today I still have not received it nor heard any feedback from the Balancing department as I was told that they're turnaround time is 10 working days.I sent emails to Consultants by the names of Nnyalleng Masilo, Puleng Semonyo, Tumelo Ramongalo and their Team leader Nicolene Booi however no one has rep**** even went to an extent of going to a Bank where I tried to withdraw and they confirmed to me that it only takes them 4 working days to reverse money to a specific bank.