refund complaint

i app**** for refund via email on the 04May 2026 and until date, no one has responded, not even an acknowledgement of receipt. I called this day dated 8 May 2026 and the lady who picked up the phone told me i should call at 13: 30 as everyone is on lunch, which i did, but when i called at 13:45 a guy called Bonga Molefe told me people are still on lunch, if i may add, he mispronounced his surname, so i doubt he used his real name and surname.i sent an email to *** as i was requested by kuveshnie Naidoo,i also forwaded him or her the same email