Refund still not received after 39 days!!!

In 14 Feb 2020 I paid for a return ticket for my sister to travel from Jhb Rotunda to Kathu on 16 Feb, returning 19 Feb. On 15 Feb I called to cancel the tickets and requested a refund as my sister had a very severe stroke. I was sent refund request forms to complete and submit with supporting documentation, which I did. I called them on the 19th and was told they had not received my email. I resubmitted this again on the 21st of Feb and again on 03rd March after spending R145 on airtime, only to be told yet again they knew nothing of the matter. Eventually I managed to reach a team leader who then confirmed that my refund request had in fact been processed on 19 Feb already and was on the list for payment the following Thursday. This never happened. I called again on 5 March to enquire why my refund was not paid as promused, only to be told it would be paid on 13 March and if not, no later than 19 March.

As at today's date, 27 March, I'm yet to receive my money back and no one answers my calls, nor have any of my 6 follow up emails been rep**** to.

I need my money back urgently!!! We're talking of almost R700 here!!! When will I receive my money back??? It is, after all, mine - NOT YOURS TO KEEP!!!