No refund after 2 weeks

My Virgin Money Credit Card was paid on November 2018, however, due to outdated contact information, I was not informed and continued making payments until August 2019, I have lodged a query with ABSA legal as well as complained 17/9/2019, to this day no one has processed this refund. I wants this matter resolved. Its easy to contact clients at all hours of the day for money but when it comes to repaying then you are slow to resolved the matter. When I ask to speak to a manager, no one returns the call or you are told the manager is in a meeting.