Refund to buy my new born baby things

I requested refund it's been a week When I call i never get feedback. Can I get my money to buy my daughter things STD homeloans hv made my life hard before giving both and after. What more must I say or so I was retrenched in May 2020 And did put a claim on credit life in June but due to Covid the process delayed only last week credit life paid 6 months (19700) which is 6 months installments into my home loan account which they have been backdated from May 2020 to October 2020.

So to avoid arrears I used the money am supposed to use till I get another job. I did let the installment to go through while waiting for credit life to finish on their side.

I would really appreciate it the refunds so I may be able to use if for personal use since I have a 3days old daughter Need to get her some baby stuff