Poor customer service & failing to honour T’s & C’s

I’ve requested a cancellation on the 22 December for a booking in Cape Town Airport from 29 Dec - 3 Jan. Till now the full payment I’ve made which is supposed to be refunded back to my credit card is still not paid back. I’m not sure if they are waiting to process it on a date where they’ll have to charge me since they are failing to honour their part of the terms and conditions. When I call I’m told people at cancellation department are out. How can the entire call centre dealing with cancellation be out and fail to return a call?? Pathetic, all I want is my money back.