REFUND NOT PAID AFTER 21 WORKING DAYS

HI have now been waiting 27 working days for my refund to be submitted to me. Every time I call I get some one and they said its busy and today they said the block was not lifted from my details for the refund to be processed. I was promised high and low some one will call me on 3 occasians and no one did. Please can some one get back to me??? All I m being told my case is busy and still open !!!!!! here is my case numbers *** / *** / *** - Manger would have called me back no one did - aigi deliwe in the Cape Town brance. PLEASE I NEED ANSWERS !!!