Bad service

It's so sad that I have to wait for almost a month for a refund from this company and still no joy I'm having, my husband wanted to study but due to having an accident he passed away, I have submitted everything and I'm still not getting any joy, no feedback with regards to the refund, and I keep getting told its between the 2 banks, it's past 21 days and still nothing, I'm in desperate need of this money.

Please help