Refund carelessness

I have still to receive my refund form, after cancelling a trip that was 5 October 2023.....TWO WEEKS AGO, was told to email "***" and have had no word of them at all. My ticket was allowing of a full refund as I read the terms and conditions before booking, just like everyone else....WHY HAVE I NOT gotten a simple form to fill to get my refund? R20 is NOT something that will be overlooked, in this economy it is at least food for 5 days!!.