Dissatisfied customer service delayed process for a refund.

Good day, I called sa home loans on the 31.07.2023 i spoke to Bongiwe she confirmed with me the overpayment of the account hence we were in arrears she advised me she will mail me the refund documents that is needed to complete in order to action the process i am attaching the term and conditions. She let me know per email that the process takes 5 to 7 days. I've been calling every second day to follow up in the porcess and each time get the same answer documents was received pending or waiting manager approval. I've submitted by documents on the 2nd of Aug it was received on the 4th of aug 2023 today is the 16 the 7th day and when i called this morning the same story still pending manager approval and now its 7 to 14 days i will hold you accountable by the standard that was set the 5-7 days I want my refund and feedback I'm not happy with this level of service rendered. My id *** *** M Louw