Getting overpaid tax back

My wife made a CGT overpayment last year. I spoke to HMRC and they said they could see the amount owed back and agreed with it. They said it would take 10 weeks to get it returned and it would be paid into her bank account. The 10 weeks has gone and they haven;t paid it back. I will call on Monday, I really hope that they don't say i have to wait another x number of weeks. I called 6 weeks in to check on progress and they said they couldn't tell him what the status was and even if it was being definitely being processed. which is disgusting service. Has anybody else gone this? Is there anything I can do to get our owed money back. Thanks

Hi,
As we would need to acces your wife's records to answer your query, you will need to contact our Self Assessment team for advice.
Self Assessment: general enquiries
Thank you.

I wasn't expecting any help from HMRC. I was hoping other people could tell me about their experiences and how they managed to get the money owed to them back. Do these forums not work like that? Thanks