Waiting for refund for four months

On the 28 May 2023 I calling in requesting refund, I was told I need a lot of documents to submit that I have done. At one stage Lyndle Richard told me the money won't be refund to me Tracker will keep it on the account. Due to the service I terminated the contract and still can't process refund. I follow up with everyone in credit control including the manager. I send emails weekly. . When you call the center they ask for person you would like to refer like really. After such service. When do you apply tracker values.