Unpaid Refund

i booked my mother and aunt into the hotel in December, on departure they discovered that i had over paid with R550. i asked them to send me the refund forms i filled them in early January 2020 and returned to them. i only got communication after three weeks that payment will be done last week. but till today i have not received it. i have been sending emailed to Faith Qedadani but no response. now i do not understand what is the delay in having this refund paid. i have ran out of patience now. i want my refund today.