University of Pretoria trying to embezzle refund money

I am a student at the University of Pretoria and I submitted a refund form on the 15th of October with all the required documentation necessary. I then got told that I may not receive my refund as I have two sponsors, BUT my sponsor gave me a letter of approval for me to get the refund but the university is refusing to give me my money and ignoring all my attempts of communication .... so where is this money going to?? I have tried calling all the numbers of those who work in the finance department and sent multiple emails as well as follow up emails and I have received no response. I am now in a difficult situation as the housing I want to stay at next year requires a deposit (which is what I intended on using the refund money for) I am now at risk of losing my place and also my R2000 admin fee because of UP’s lack of response and communication. This is very stressful and extremely frustrating because I call every day and get put on hold only for my call to be dropped. Please get back to me ASAP or I will have to take legal action to get the money owed to me.