Refund from RCS

Good day I have an account at Edgars and I've been struggling for 2 weeks with RCS to refund a credit balance. Money was paid out to me which had to be paid into my Edgars account from IUA insurance as it was paid via my Edgars account. I've emailed all relevant documents to them and after 2 weeks I'm still waiting on my refund. When I owe them a R20 they immediately call me and want their money. Why do I have to wait this long for my own money.