If you paid over some money on 29th August and it has still not been received by your family on 22nd October or refunded to you something has gone badly wrong. There can be no 'technical problem' that results in that kind of delay.
Can I ask, how much money is involved, and do you have any record of the names of the people you have spoken to? Don't mention any names here, just tell me if you have them. We can take this one step at a time.