Kenya Airways refuses to refund me and should not be trusted

On November 20th, my wife and I had booked to fly for our anniversary to Rome. When I attempted on November 19th to check in, I discovered that Kenya Airways had completely changed the flight plan. We were meant to fly JHB - Nairobi - Rome with a short stop in Nairobi. The airline changed the flight to JHB - Nairobi - Geneva - Rome. We would have been forced to remain for 2 hours in the plane in Geneva. What upsets me the most is that the airline didn't have the decency to communicate the change to passengers. I told the call centre representative that the new flight and later arrival time did not suit me. I was told to apply for a refund online, which I did. That was 5 weeks ago. I have followed up regularly and I was initially told that it would take 21 working days to process the refund. Then, I was told that my claim hadn't been registered. I have spoken to four different call centre representatives and I don't believe I will ever get my refund. I will never fly with Kenya Airways again, and I would caution anybody thinking of flying with Kenya Airways to think carefully before buying a ticket. Their fares are low but there are hidden costs, which you may never be able to recover.