Please respond to my emails

On 7 June 2019 I sent an email to Mpho Mabote requesting a refund and I provided her with my cancellation number. I only got a reply the 11 June 2019. I sent her the necessary documents etc that was needed for the refund. Today is 14 June 2019 and she has not rep**** to my emails. I was given her direct line but she does not even answer her phone. I find that very unprofessional and how can only one person be dealing with refunds????????????? I would like a response from her today and she must be able to tell me when my refund will be done. This is really unacceptable. They quick to take your money but so slow in refunding and responding to emails.