Total lack of service from Johannesburg branch!!! Refund not being granted even when I qualify for one!

I would normally give a 5 star review. I have flown many times with them and have always had a pleasant experience.

However, for more than a year I have tried to get a refund on a ticket of a flight that was cancelled due to corona. I have managed to be in contact with the office in Ethiopia, but they say they cannot help me further and I need to be in touch with the office in Johannesburg. I have been trying since March 2020!!! with no success in the matter!!! They said I qualify for a refund! But they never answer the phone or reply to emails.