Emfuleni Local Municipality - Refund process 2 years with no sufficient feedback

Refund has been outstanding for 2 years now. Have a contact with the name of Pinky but for the last 4 months she has not responded to any of my queries. Went to the Vanderbijlpark office and there they tell me how useless their creditors department is and that they dont answer calls not even from them. They also told me because Pinky is working with my refund and shes not there they cant give me answers only that creditors will pay my refund when they want to. There is no email or contact number to speak to anyone. My municipal account is already zero - makes me wonder if my money has not been stolen??