My funds on suspense account

I made a payment using wrong account number using my capitec app and the transaction when through. The matter was escalated of which that account does not exist. Capitec transferred the funds to woolworths suspense account. The payment was made on the 4th of February. The query was resolved sometime in March. I went to woolworths in other for them to give me my money back.. They keep on sending emails that I must send ID copy bank statements and pop. Even today I haven't received my funds. Bad service