Travel refund , no work done

I booked my flight through my discovery bank - 10 days ago I received an email from SAA regarding flight changes that I can no accept as they cancelled the flight I booked. I called airline for a voucher/ refund and they advised I must call discovery travel which I did I advised them of the situation the lady refeilo told me to email everything and she will refund me Monday I did I follow up on the refund , and they asking me how can they assist me ? They did absolutely nothing after assuring me , no reference number when you call discovery vitality travel . I’m just so fed up with the incompetence from discovery over the last year.