I've tried this at least 5 times, and I get a different date for retrieval and answer at each time-wasting call. Is there any point of escalation beyond this? I've also submitted a complaint. Some of the staff can't even seem to find the issue, while others see it and then I'm on hold with the risk escalation department for hours on end. 

I obviously have tried this numerous times with no success. I'm at a point where I've spent 11+ hours on this issue by going the route you've suggested. Not once has the money been returned by the date promised.