No response regarding refund

I app**** for a visa and overpaid. Michelle Louw at VFS requested me to complete a refund form on the 15th Septembet 2017, which I did. She confirmed that she recieved it and forwarded it to the refund department. I sent an email on 29th September to request an update regarding my refund and the collections sent me an email to say the refund department would contact me. On the 4th October I again sent an email to the collections and to Michelle but they do not respond. The call centre tells me that there is no direct line and I just need to keep sending emails. Surely someone needs to respond as they are supossed to be providing a service. I feel their lack of communication is unacceptable.