Kulula.com KZN floods refund

I am very upset the way Kulula treats their flood victim customers I planned to visit Johannesburg for the Easter holidays but because the floods damaged my home on the 12th of April I was unable to make the trip, so I called the call center which requested we send an email which will be responded within 20 days, I tried calling numerous times with no assistance for a refund. My home was damaged and I desperately need a refund.