NO SERVICE AT ALL AND WAITING ALMOST 7 MONTHS FOR A REFUND FOR A FLIGHT THE AIRLINE CANCELLED

We requested a refund on a booking in September 2018, because the flight was cancelled by the airline and we could not be accommodated with new dates given even changing the point of departure.. We are still awaiting the refund??? Numerous calls, numerous emails and still no answers and no refund!! Just phoned again, have been holding on to be transferred to Credit department ant that is where the call got stuck after being online almost 18 minutes and waiting forever for the transfer call to be answered. The email received in November stated that the money will be refunded within 7 to 14 days, well we are in mid April 2019 already and still nothing. We paid R12139 for the return flight of which I was told telephonically that only an amount of R2700 is refunded. How? The airline cancelled the flight.