Still flying the flag for poor service

Waiting 10 days for a 3 day query. Since 26 June I've been waiting for a refund, I've sent the required documents and despite sending numerous emails, failed to receive any feedback from:

Joseph Whittaker (complaints resolution centre), told me to email my documents to "speed up process" Mpho Mfetoane (debtcare centre), told me refund will take 3-5 working days but today is day 6.

Today I once again made telephonic contact, spoke to Jenny who said she doesn't know when refund will be done but will escalate and receive feedback... Sure I've heard that one before.