Refund my money

After using Cemair once and being very happy with the service provided I made another booking which I unfortunately had to cancel on 22/12/2020. I called, the booking was cancelled, I was told there would be a penalty and was immediately sent a refund form which I submitted the same day. I was told the refund would be processed within 7 working days. I have since been calling a few times a week since then and the excuse is that they are inundated with refunds. I was told to email and call Monique who is supposedly the only person working with refunds there. She has not rep**** to my mails and does not answer the calls which go to a call me back message so you cannot even leave a message