No refund from VFS!!

I submitted my refund application on 23 April 2018 (Rivonia office) and per their own policy, it stated that I will receive my refund within 30 working days. I phoned and emailed Palesa Leseba (the agent who dealt with my claim) but to no avail during the month. It is now the 25th and this morning Palesa send me the same refund form I completed on the 23rd of April. I also phoned the helpline and was promised (with every call) that they would investigate and let me know what the issue is. They also mentioned I should mail ********** but never received a reply from them. I have exhausted all possible avenues to obtain my refund and would really like to report this bad service that people don't use them or expect refunds from them in the future.