No refund on cancelled ticket

My name is Kholiswa Mphiti I cancelled 2 tickets ELIX ********** & ELIX ********** from KWT to CT on the 17th Jan 2019 only one ticket was refunded after numerous calls I made. The other ticket was not refunded & I've been calling since February asking for the refund. Every time when I called I would be told a different story it's either the person responsible for payments is not in or is busy with transferes or in a meeting, for some some reason Yolanda whom I was told is the Manager never got back to me until now . I spent lots of money on making calls and I even sent whatsapp messages. I have a list of dates of calls I made to them since January 2019, The last consultant I spoke to is Cynthia.My number is ********** 482/ **********