Refund taking long to be issued

I submitted my refund papers on the 11th of December 2018. I have not yet received the refund despite being told by Dimakatso Ramahlola that the money would be transferred on the 17th of January 2019 (and should reflect in my account within 3-5 days). Find attached proof of payment sent to me on the 17th of January 2019.

I have been calling and being directed to different agents telling me different stories with no solution to my query. Some would say the agent who contacted me earlier will get back to and others have said that it will take up to 10 working days. It’s now more than 10 working days. Emails sent to VFS are not being responded. No update has been given and this is very frustrating because before I made this payment, I called VFS to check if I can submit my papers whilst in South Africa and one of the agents at VFS assured me that I am able to submit my documents in South Africa. Only to be told that this has to be done from the country of origin on the day of my appointment.