double booked- still don't have money back!

After our review when our accommodation was double booked at costa smerelda, We had traveled all the way from Johannesburg to Margate and then had to go all the way back because we had no accommodation. No one was available during the weekend at iexchange to help us. My mom is a pensioner and we had my 3 young children with us. My mom got a call from iexchange after my last review on Hello Peter about iexchange. Thank you Hello Peter! This is after we drove all the way back from margate to Joburg. The lady from Iexchange asked for proof of payment. And my mom emailed proof of payments for everything and the contact name of the lady at costa Smeralda who we spoke to when we arrived. And who organized the lodging for the night because there was no space at costa Smeralda (in an old but clean flat building). My mother was told by the lady who answered our last review that we needed to wait until the 10th of Jan then her boss would be back from holiday (What about our holiday???) We have waited and waited. We are nearly a month further. It is the 14th of January and still, we do not have our money back. we also have not heard anything from iexchange. My mom just moved from Sondela to Iexchange. My mom has made it very clear she does not want points back. She wants her money back! One would think if this was top priority as said in the answer to my last review. One would want to make this right by paying the money back and somehow want to compensate for all the stress and disappointment we went through. We still hope that the right thing is done.