no services

At the beginning of October 2015 I went to the rivonia Offices and I was given advice to apply for my 3kids permit online and I paid on the 6th of October 2015 then when I went to bruma offices I was told since they do not have any existing permits then I will have to go to home affairs myself to ask them to write a letter so that they can accept the applications . when I reached the home affairs they asked me to come with the initial receipt I used to apply for their study permits with the home affairs in 2014 then on the 22nd of Oct 2015 I app**** for a full refund then up to until now I have not received it and now its more than 30days. can anyone explain what is happening as this is frustruating. the reference for the children is TRV***,TRV***,TRV***