Refund not issued after 6 months waiting

My daughter was registered and attended the school last year. We overpaid her fees for the year, assuming that she would return this year. However, she, fortunately, had an opportunity to do a leadership programme out of the province and could not carry on with her studies at the campus. We requested in Jan of this year for a refund on the balance and submitted all the necessary documents. We have received the funds since today. Every time we try to speak to someone so that we can get a way forward they just promise us it will be sorted in a week or two. If that is not the case, then they inform us that it has been escalated to a department for approval. I am tired of going into that campus and coming back with nothing and our emails are not even responded to when we send for feedback.