Highly Frustrated and unhappy customer

My name is Thuli, 2 months ago I called the customer care line *** to cancel a booking and request a refund.According to the agent they can only cancel but i need to sent an email to request a refund on ***.I have since the email on the 10th June 2026 untill today no response no acknowledgement. Am so frustrated and extremely unhappy about their service.Booking ***