BA Executive club

I purchased a ticket using Avios and money from JHB to Port Elizabeth Ref T4LKFN I had reason to cancel this ticket due to being hospitalized for pneumonia and was advised by the doctor to not travel.I was informed that on presentation of proof I would be refunded in full.This was duly provided.I was refunded the Avios but despite many emails and phone calls I have been unable to get the money returned to me. As BA normally resolve queries quickly I am puzzled by my inability to get this sorted out.Please could someone who can sort this out do so.