Kulula won’t return my cash after wrongly charging me

On 23/8 I booked online with Kulula, using the travel bank from delayed Covid flights. There were seat extras to pay in cash and Kulula required my credit card number. A system failure resulted in the full R13k amount bending charged. The next day I called and they apologised, cancelled and rebooked the flight, taking the travel bank money and smaller cash charge again, R630. The refund has not come. I have called 4x and been pushed from one agent to another, no feedback other than there is another agent who has escalated. It is now 30 days and I have wasted at least 5 hours because of Kulula’s system fault. They have my money and I cancelled in 24 hours, the Consumer Protection Act deems this *******. It seems to me that Kulula is not what it used to be. So sad to see a well run business faltering.