REFUSING TO REFUND OVERPAID ACCOUNT, MONEY I THEIR ACCOUNT CONFIRMED

This company is refusing to pay me back my money which was overpaid for my fiance's account by mistake. Since the 30th of July I have been asking for my refund and they keep telling me 7 days, and it keeps going . I have spoken to Gugulethu and Antoinette who both asked me to send bank statements affidavit and all, and they confirm to say account was overpaid they see the surplus but refunding is still not happening.

I am currently not working and we need the money back to pay and settle other accounts since I dont have no income but I am being ignored. It pains me that they are even ignoring my emails now. If anyone knows what other steps I can take please advise me I am desperate for my own money.