Extremely Urgent Assistance not being received

I am in desperate need of the sizeable refund from Ekurhuleni Municipality in Edenvale, I have comp**** by handing the documents needed but 8 working days later I have not received the refund which is contrary to what I was told on 20/04/2026 (which conversation was recorded) . Despite repeated emails requesting an update no feedback has been supp****. I am in no way suggesting that Civil Servants are not doing their work as I have received excellent service from 2 Ladies. I am desperate to receive this refund as my husband is extremely ill and I have to take him home to the country of his birth so our children and extended family can spend precious time with him, he is deteriorating rapidly and he might not be able to take the 12 hour flight to Italy.