Refund problem

My mom did a refund on tickets coming to Johannesburg, because my brother passed away she had to cancel her trip .and they told her the refund will take 21 days that was in jan on the 11th and till to date we haven't received the refund.when contacting them their agents Dont pick up calls or they hung up on you.also on WhatsApp it's the same problem.they are so unprofessional.thts not how you treat customers.how are we going to know what is the delay regarding the refund if they do these kind of things.iam so angry right now 😡😡😡😡poor service.they don't even have email address when you Google them.