Discovery Vitality Travel POOR service

I booked overseas flights through Discovery Vitality Travel. When we got to the airport we had a visa issue on the day we were meant to fly. British Airways cancelled our flights and told us to log a refund. We had to buy alternative air tickets that very same day knowing that we were going to get a refund for the original flights through Vitality Travel. This happened on 7 September, and we are still waiting for our refund. The vitality agent keeps insisting that we were a NO SHOW on the day of the flight, but there is CCTV footage that we were at the BA counters hours before the flight. We even have proof that purchased Air France tickets that same day. The level of service from Vitality Travel is so poor with no customer relations etiquette. Multiple delays in emailed replies and no detailed feedback has been received.