Refusal to pay for their mistake

<p>Dear Kulula I am extremely dissapointed with your poor service! In November I booked a flight with you from Port Elizabeth to Johannesburg online. The website told me the booking was successful and I would receive email confirmation soon. I did not receive any emails, so the next day I phoned your call centre. A lady answered and when explained to her what happened she told me that the booking had failed and I would be refunded. I asked if there was any way I could rather book another flight. She told me that that is impossible and the only way forward was to book another flight and be refunded for the original. I gave her my details and she told me a supervisor would contact me that day. I was not contacted by any kulula employee. The next day I phoned again to find out what was happening, another lady answered and I explained the situation again. She too told me that my booking ha failed and I must receive a refund. This time she put me through to a supervisor directly. His name is Raoul Carelse and I again explained my situation to him. He too told me that the only possible way forward is to be refunded for the original and to book another flight. I then booked another flight and sent in the relative paper work to be refunded. Mr Carelse then emailed me at a later stage stating that I would not be receiving a refund because he had now found my booking. I emailed back explaining that this is unfair and that 3 kulula employees, including himself, told me I had to be refunded. He reviewed the calls and emailed me back stating that I would be refunded and I must just fill out a form. I filled out the form and sent it back to him. He rep**** and said I would be refunded by the end of the week. I did not and still have not received a refund. I emailed Mr Carelse again to ask what was happening and he did not bother to respond. I emailed again stating that I will take the matter further because I need the refund. He did not bother to reply to that email either. The amount is R1570.00 by the way. How will you go about resolving this issue?</p>