Nusuk hajj refund problem

Salam my name is Achraf,my father and mother in Italy have a problem with Nusuk that since May they couldn’t
my family send the money end of March to do hajj from Italy but the money got blocked in a bank in Saudi and they arrived at Nusuk first days of May but was already to late for hajj so we asked for a refund and since first week of May we are waiting the money now already 5 months and my mother is very worried because she have a big expenses to pay in couple of weeks and they need urgently the money,jazakhallah kher if there is anyone that can help us with this situation 🙏