Automated telephone response useless

I sent through a cancelled ticket to Flight Centre to request a refund from SAA and Flight Centre handled the refund professionally and timeously. They have now received the refund from SAA. However they requested that I complete a refund form and supply proof of bank details. They never attached the refund form and I have sent two emails with no response. When trying to phone them on *** they have an automated response that is totally useless. An option is to wait for the operator but he/she is always busy even after numerous attempts to contact them. Without a human to talk to automated responses are extremely frustrating. It might save costs but the cost saving is never measured against the loss of of revenue due to frustrations that customers feel.