Months of Follow-ups Ignored After Being Promised a Refund

I visited the Slow Lounge at King Shaka International Airport in February, having booked return flights through FNB eBucks Travel. Due to a technical issue on their end, my lounge visits did not unlock correctly.

After sending numerous follow-up enquiries (all under the same reference number RWD-370339-Q5Y9M1), I eventually received a response from a consultant who acknowledged the technical issue and confirmed that a reversal had been logged. Despite this, the refund has still not reflected in my account.

On 20 March, I was advised to check my statements as the refund had allegedly been processed on 13 March. I have done so and there is no such refund reflected. I offered to provide my bank statements as proof, but received no acknowledgement of this offer.

Since 20 March, I have rep**** to the same email thread multiple times requesting an update (reference RWD-370339-Q5Y9M1) and have received no response whatsoever.

I am simply asking for the refund I was promised. I would appreciate urgent assistance in resolving this matter.