Woolworths refund headache

On the 2nd February 2026 my wife, Ms S.I. Ohlsson made a payment in error to Woolworths. The monthly amount payable was R500 and the erroneous payment was R5000. This was immediately reported to Woolworths, and after a few necessary admin procedures, the amount of R4500 would have been refunded in 4 working days. It is now the 23rd, and still no money has been refunded. This is after following up on FIVE occasions, and every time something new gets added to the procedure. Woolworths is known for premium products, but somewhere they lost focus on training the back-office personnel. Is it possible that someone in a position of authority can assist us in solving this?