Disgraceful client/customer service

Disgraceful Service.I have summitted a refund on the 9/6/2021 together will all supporting documents and called in to confrim if all was in order and they said its fine and they will proceed with the refund.To date nothing has been done.I call in today and Spoke to Thulani and he said that the refund hasn't been processed as yet.This is not the kind of service that is expected from Kaelo.I need this refund done today.