Monash University withholding our refund

My daughter registered and paid in full in January 2021before the start of the semester. She then opted to cancel her registration, this was done within the terms and conditions set out by Monash. The payment was done on the 25 January 2021 and after numerous empty emails we are still waiting to be refunded and have found Monash University administration staff unhelpful and Tshepiso Mogotsi has everything that is required for our refund and she still hasn't effected the transfer.