Request for Refund and paid up letter

I have since made a request with wesbank on the 25 november 2019 to provide me with a paid up letter and refund as i have over paid for few months. They asked me to send them documents, by the 4 December 2019 i had send every document needed to wesbank back office. They told me to wait for 10 working days before i recieve paid up letter and refund and today is the 3rd of January 2020 i have not recieved any help. When i call they told me they are waiting for management approval, and they dont tell me how long that will take.