Poor response regarding refund

I have been waiting for a refund on my account since the first week of March 2018. I have received confirmation from your Debtors Clerk that the refund was approved and sent for payment, yet every time I request feedback I am told that the payment is with the Finance Manager?

Can you please as a matter of urgency let me know how far you are with the refund for COE000015 as I will not wait any longer.