Client is waiting for promised refund for more than 2 YEARS!

POP***, Ref REC*** VFS Pretoria, payment R1350 was done 19.09.2016, application for my son Refund Request was submitted for the second time 21.11.2017, application form for refund was checked and signed by branch manager Zamile. No refund for years already. Sent emails to finance department, sent emails to branch manager - no progress Visited the Pretoria branch 03 February 2020, provided all the supportive documents again and again manager Zamile promised that refund will be done TOMORROW. Three weeks after Manager's promise - no refund paid. Urgent investigation needed. Client is waiting for promised refund for more than 2 YEARS!