Kulula unable to refund the ticket that was never confirmed

The worst service received from Kulula Airline ever, there was a double booking made from George to Johannesburg on the 29th on my name, the first booking was made midnight, which the payment was pending, and the sec booking was made in the morning the same day and the payment went through, however the first payment also went through and the booking was confirmed, the sec booking was never confirmed till this day. the call Centre was contacted and they did acknowledge the double booking and they have requested a written email with the proof of payment and that was done, and the consultant that helped me promised that the refund will be done within 21days, the follow up was done today hence they have not rep**** to the email that was sent to them and to my surprise they now cannot pick up any of the double booking that was made and furthermore they are saying Kulula does not refund nor give vouchers to their clients. the question is why would the very same consultant give me the information regarding the refund if the company does not refund at all? and how is it possible that they do not even pick up the my details on their system? how did i even fly with the confirmed ticket? and how did they deduct money for the sec booking in the first place and not be able to track that the sec ticket was never confirmed? i am sorry to say Kulula has got bad service