Refund for cancelled flight overdue for nearly 4 months

I booked a flight back from Windhoek to Johannesburg for early January 2025 through eDreams. Due to unforeseen circumstances I had to cancel the flight and did so well within the required timelines in the last week of December 2024. I received email confirmation from eDreams that my flight was cancelled, a refund issued and that I should check my bank account for the refund within 7 to 10 days. Despite signing up for their so-called "eDreams Prime" package and having followed up with their "customer service" call-center (which is nearly impossible to get a hold of unless you are an eDreams Prime member), I still have not received my refund, now nearly 4 months later. I am extremely dissatisfied with their service and got the impression that there is absolutely no intention from their side to conduct business in an honest and respectable manner.