Terrible customer service - not issuing refund

I dream of receiving my refund of my flight I booked last year November 2019 through Kenya Airways.I cancelled immediately after I made the booking due to medical reasons and I'm yet to receive my refund. Your staff keeping passing the blame on to Kenya Airways .That's not my issue- you have a refund policy and you should adhere to it.I was told 12 weeks max and this all happened before Covid,so please don't use that excuse. Please can you assist me urgently. Im very disappointed and I will definitely not recommend Flight Centre South Africa to anyone.