Where is my refund

I have written 4 e mails and phoned twice, all my e mails have been ignored. We paid for return tickets to Cape Town in July 2021, flights cancelled due to covid. Tried to use them for flights to Cape Town in January 2022 but no one gets back to me. I was told they have been refunded but cannot tell me to where the refund went. Totally frustrating!!!!!!!!