Msc cancelled cruise and it's more than 3 months with the refund not paid

On the 16 Feb 2023 we booked and paid more than R30000 for a cruise to Pomene Mozambique which was due to sail on the 6 March 2023. After paying Msc told flight centre that the cruise for that date was cancelled. We were then offered a promo for the 20 the March 2023 which we accepted however they could not transfer/ allocate the money already paid to this new date.we were informed that the refund would take up to two months to be processed. It's now more than 3 months and no refund has been processed.When you call Msc, you told to speak directly with Fight centre. However I must also mention Kevin( MSC call centre Agent) who tried to investigate and apologized on their behave. Is there an Ombudsman in this sector?my booking ref is ***5 and ***0