Horrible customer service

I've never had such a horrible experience before in my life.I booked tickets and had to cancel my reservation shortly after because I couldn't leave anymore..I contacted them to cancel my reservation they gave me some documents to fill in and told me my funds will reflect within 21 working days..the 21 days have long pass and when I call their offices I'm taken straight to voicemail,when I email them they take me from pillar to post yet I still haven't recieved my refund..I'm never booking through them again I just want my money back