Bidvest Steiner- Terrible Service

I sent an online enquiry regarding the removal of bees from my fireplace chimney. Following that I received confirmation that the hive could be removed and I was sent an invoice for the service, which I had to pay upfront. However, the team that arrived for the removal said it was too complex and it could not be done. I respected their decision. My issue, however, is that the amount I paid for the service has not been refunded since then. I have been waiting for 3 weeks. My emails are not being responded to, and I've had to call several times. I don't understand why it's taken so long to get almost R2000 refunded. This is terrible service and I will not use this company's services every again.