REFUND FROM VFS GLOBAL SOUTH AFRICA

I requested a refund at Bruma on the 4th of December and I was told that I will receive it in 30 working days ,I followed up since February until now there is no positive response ,the sad part is February they said they had a back lock of which I understood but at months went by they told they told me it was submitted and I will get the refund and still nothing happened ,I was then told that, Mary Elsie DenHeyer is the one responsible for refunds I sent her all the documents that she requested and only today she refers me back to the website to query my December refund and I feel its just not fair and I feel im not getting anywhere with this honestly ,I have had good experience with the Bruma staff as they are always helpful and quick to assit but this really upsets me because I don't understand what is taking so long and WHO IS REALLY RESPONSIBLE FOR THIS REFUNDS ,I would really appreciate if someone can assist me ASAP