Refund request

I submitted a refund request on the 5 August 2019 because I couldn't fly as my wifes father passed away and she was on the same flight, today is the 12 September 2019 and still never receive the refund, even though I have been advised that the refund will be processed and it takes at most 21 days. There have been some responses from Flysafair that they have escalated the matter after I kept on following up as I wasn't getting any feedback. I am very disappointed in that I keep following up for this refund.