Bad service and untrained agents

I cancelled flight tickets in November 21 and I still do not have my refund. I have received very bad service from Flight Centre. Firstly when canceling these flights and booking new ones the agent had no knowledge with regards to urgent COVID tests and conveyed these tests were not possible (only 24 hour tests available) which meant I had to go away and find out this information myself and yes immediate covid tests can be done with immediate results within an hour or two but when I came back to agent within 1 hour of speaking to her the flights I wanted to book were no longer available which ended up costing me an additional R42500 in flights!! This is basic information that someone doing her job should know. I have now had to wait 5 months for my refund of which I gave instructions to refund via EFT as most of the original payment was made via cash into Flight Centre bank account (see enclosed receipt). I am told this payment to me has now been finally made but to my old credit card account which is now closed. I am left no choice but to bring this matter to managements attention. This service is disgraceful and unfair. Don't make the mistake of thinking that going through an agent you will receive better service