Safair evades legal refund request

On 24 October 2017 we made an online reservation and paid for a Safair flight from Lanseria to George for my wife. (Flight 330 HLA-GRJ 12:10-14:10 29 Oct 2017 / Inv # ********** )

On 25 October 2017 (the day after the booking was made) my wife telephoned Safair's Call Centre to cancel the reservation. The Call Centre agent requested my banking details and promised a refund (less an admin fee) within 2 weeks.

After approximately 2 weeks, having not received the refund, I logged an online query and began corresponding with a certain Zandile, who never responded to my continued requests after her initial e-mail.

On 13 December 2017 I contacted Safair's Call Centre telephonically and, after an inital discussion, corresponded via e-mail with Masa Sibeko, pointing out to her that, as we had cancelled the day after the reservation was made, we were entitled to a refund according to Safair's Ts & Cs as quoted on its website: "The only exceptions made (to a non-refundable booking) will be if the cancellation request is made within 5 working days of the date you made your booking, or if there was death or hospitalisation of a passenger.

Masa telephoned me later in the day to advise that we would not be receiving a refund, citing some unintelligible reasons.

Why then, when we cancelled the reservation on 25 October 2017, did the first Safair Call Centre agent request my banking details and promise a refund within 2 weeks?