Refusal to pay Refund

I have an issue with booking.com. As I had bought tickets for my partner with them but she ended up not traveling as she didn't get a visa and we cancelled the flight. Their policies say you are to get a refund if you don't get a visa and now it's been over a month nearly 2 months f trying to get my refund to no avail. Every time I call they have different stories as to why I still haven't gotten my refund though the airline said they have paid the refund to booking.com.