Waiting for a refund of my claim of 2015-01-22

On January 22 1015 I made a claim because my credit card was doubly debited with R1000.00. On 30-01-205 I sent a follow up e-mail and on 13-02-2015 I sent another. The ticket number is 42877 and the claim form number is A002099. They have my account number and my statement showing the 2 transactions. I have still not heard from them or received a refund. This is absolutely ridiculous!