Still waiting for my refund after 20 days

My insurance hired a curtesy car for Mr with europcar, santam, since my car had issues! But had to pay R1600 to get the curtesy car and it will be refunded to me within four days after returning the car, since I dropped the car on the 22nd of July 2020 and the car was in gud condition, today is the 10th of August my refund is not yet back into the account, it was europcar car polokwane (at the airport) and was assisted by William, he acted as if he did not care at all, their customer service is un acceptable and embarrassing at this day and Age. I contacted them several times and was promised it will be processed... Still waiting? Is it waiting for lockdown to be eased or what? And no communication at all..