Extremely bad students accounts service

My husband passed away in June 2019 and he was registered with Regent. He paid an exam fee but unfortunately passed away before writing his exam. I reported the passing to Regent and sent them all the required documents. I have been following up on the refund for weeks now. At first they responded by saying they are verifying my husband's account but now they are simply ignoring my emails. They have no sense of urgency when it comes to handling student account queries.