Complaint - no reimbur*****t from SAFAIR ref LY97AU

We booked flights, which we had to cancel because my wife was hospitalized. Safari asked for proof of hospitalization before approving reimbur*****t. We sent it and they approved reimbur*****t. It has been 2 months - still waiting. We complained to them, the help line etc, and all we get is "it has been escalated". The issue is not whether they have to reimburse. They accepted that a while ago. The issue is the payment is not happening. Shocking lack of accountability and excuses.