RCS refund

We have been requesting refund from Rcs since for early February 2020 for one of my aunt's two settlement payments (+-R 21 000) made by her bank on her behalf till today nothing has sufficed....called the customer care line multiple times but we being sent from pillar to post. We were requested to email all the necessary evidence we sent it 3 times already ....its November now and again they are requesting the same information we sent to them 3 times already its exhausting...we cannot be struggling like this its utterly dissappointing that an organisation like RCS would handle this so poorly Had it been the other way round....ridicilous interest was going to be charged to her account, credit record would have been bad and the account would be taken to the lawyers.