Staff who just don't care

I paid in more than I was supposed to on the 15th of this month than I phoned to request for a refund -I was asked to send through an email via the email address ***. za. A week went by so I phoned again only to be told that they did not receive... and for some reason the agent didn't even care to check she just said I should send it again(this now became my problem). So I sent it again... A few days later I am now unable to get through to the department. I have been transfered at least five times.. and I still don't have the refund and they told it takes about two weeks to process