Poor service and communication

Long story short: Me and my husband was supposed to go to Bali last year August but unfortunately Covid didn't allow us to do so. Luckily we get a refund, but not without any hassles! It is more than a year that we struggle to get the refund as the trip is paid with different methods (EFT and credit card) and the consultant isn't very communicative. We heard we will get a refund but nothing more and although we paid our trip at the Menlyn branch, we were said that our money is at the Centurion branch. So after a few months going by and hearing nothing, we decided to drive all the way to Centurion (an hour's drive). One of the consultants helped us there but said that our accommodation money is not yet available. As we paid with a credit card, we need to go into the store (again) because they need to give back the money the same way you paid it. The consultant at Centurion said about 2 weeks ago our money is available, we can come to the store with our credit card. So today we drove again so far just to get a closed shop. No one gave us a notice that the shop is closed. We don't have much free time as we both work until 7 and 8 in the evening and don't have many off days. We drove out so much petrol today and we called the consultant she just said we must come back again. When is my question?!