POOR CUSTOMER SERVIC

I bought a return ticket to Port Elizabeth in August 2025 for a trip for 29 September & retun on 4October. I had to cancel my return ticket due to unexpected reasons. The staff member who assisted me said that my money will be returned within 12 days with a penalty of R100 to be deducted from from the ticket price of R590. I wrote emails as follow up enquiries and to date I have not received a refund as expected