Refund me

I made a payment on the 13th Jan 2020, from my South African Bank account to my New zealand account. They informed me that they can't do that and that the transactions Wil be canceled and they will refund me. I have emailed them a number of times to follow up on my refund and evertime get the same response it take 3 to 7 days... Well its more than 7 days and still nothing. This morning I get a email saying you are closing my case as you havnt heard from me! Really world remit? Oncheck your history and start making notes on your system.... Get your **** together and refund my money