Emirates - not refunding money due

For the last 4-5months I have been repeatedly following up with emirates on a refund I believe is due to me. In oct last year, I used my miles and paid R2100 for a tfer of miles to do an upgrade to business class. It was done at emirates gateway. The upgrade was never done and despite repeated requests emirates advised that there was no availability. in feb this year I flew and got no upgrade and in the process lost the miles allocated to the upgrade as they had expired by then together with the money I had paid. I have called emirates and written to them - the last response was that they would try to refund me - this was months ago and despite my follows ups they ignore me. Surely this is against the CPA - I paid for something that was not delivered. why did the agent ask me to do the miles tfer and pay immediately in oct if there were no business class seats available? Either she misled me or emirates messed up - either way someone needs to be accountable. your service is pathetic emirates - have been flying with you for ten years and this is how I am treated!