WHERE IS MY REFUND ??

I was told I would be refunded for a telephone booking faux pa that happened 11th of Jan. I received an sms last night 26/01/2020 that an agent has been “assigned” to attend to my case. ON THE 3rd WEEK!! I must another 3 weeks for my refund. I have been ****** patient!!! I have e-mails dating from 9th of Jan that I would be refunded in two weeks. I honestly never want to deal with them again. Call centre is a nightmare, holding for decades for no help. They refused my friend to board with her bag when she was literally two minutes late @ OR airport