Discovery Vitality Travel not refunding cancellations

I've cancelled 3 trips made through Vitality travel since Jan 2023 and none has been refunded yet. After initial query I was informed that I need to provide proof of an account to enable them to refund me. After supplying my ABSA account, I was informed that I paid with my Discovery Credit Card and should provide proof of that account [Why should this be necessary as most would have assumed refund will be made into the "Discovery" account from which the payment was made].

After providing them with the proof I was informed that payment will be made. This was on 01 July 2023.

I have on several occasions asked for progress and where and how I can get this escalated or how I can lodge a complaint but these e-mails to *** and contact person Lelethu has just been ignored without any response.