Refund

Hello.
I received a call in the morning around 9am. The consultant said she’s looking up to the matter and will get back to me in 15 minute and it’s now 13:00. When I try to call the finance department the phone just rings

Hello.
I’m writing again because I recently got the same emails that they sent me on the 12 of December. That my documents are sent to validate. And it has been two weeks since they said they have sent the documents for validation and on their policy it says validation takes 3-5 days. So now it’s been almost two weeks and Rosebank is closing in 3 days and my mom needs to use the money for December to sort out problems. It seems like the finance department do not want to refund me back the money because it’s been weeks of them telling me the same thing over and over and I don’t understand if it takes more than 12 days just to validate the documents. So I would like for them to just tell me the truth if they are refusing with the money because it now seems they are trying to reach the closing date without refunding me the money