Sucking service

We app**** for residential for 2024, my daughter did not make it, we paid deposit fro residency, we have emailed all that was needed for them to refund us, called no answer, they want us to go on the portal, we are not the student how will we do that, emails sent to Portia, Mosia/Martina she keeps quite as if nothing happens, so my question is will they refund us after a year or 6 months, calling Wits everybody goes like I do not work in that department, they continuously give yo numbers knowing very well that you will not get help there