No refund from Kulula

I had booked a flight in April 2020

Kulula said that they will give me a travel voucher form 11 Jan 2021. They then gave me my travel bank details however did not allocate any of my funds from the ticket into the travel bank. When I called the call centre the lady told me that I should be happy that Kulula wants to refund me in some way and that they have not loaded the money in and she has no idea when they will. When I asked for her name and surname she put the phone down on me.