Disgusting customer service

Since March 2020, while abroad, I've been trying to get a refund on an amt deducted from my cr card in Feb. I communicated via email & was told that they can only refund once they issue another card and now that I'm back in SA, every time I got put from pillar to posts and got cut off; looks like a tactic of theirs but why don't they call back. I eventually got the new card but what abt the refund which is costing me more in time and phone calls.