No refund and no response

Waited 7 weeks for my holding deposit. I was told by their head office they have just asked the bank to release it. Waited 2r weeks for nothing, but was told by my bank that their staff had banked the funds instead of just holding them and the only way for the refund is an eft. I emailed them (lorraine) by the 11the week and still waiting for them to answer and for my R10k to be refunded.