UJ Refund department is atrocious

The correspondence of UJ Refund department is appalling. After emailing 5 different people, no one has given me an answer or simply stopped replying to my mails. I requested a refund the seventeenth of July and I have still not received it. The amount I need refunded is quite a sum of money, not just pocket change. I was informed about an error on their system, but received an SMS stating I will still receive my refund within 14 working days of my initial application. I still do not have my refund.