Refund

I was supposed to receive my refund on the 25th November 2025 as I had submitted all required documents as their consultant advised.To my surprise I still haven't received with no communication from them and I took the initiative to contact the contact center on the 27th November 2025 to follow up and the call center agent said she has escalated the matter as the is a certain stopper,till today I'm awaiting and I took the initiative again to follow up which nothing much was said to me except "I have escalated the matter and the is no turnaround time."*** Honestly this is very frustrating as I have to use the funds to pay outstanding fees for my child so she could get her report Monday and she won't get it if I do not pay.