Mango refunds ref : TQPVTV

On the 28th of December 2020 i have booked a flight for my sister to fly on the 31st December 2020 from cape Town to Durban. When she arrived there at the airline she was told that the flight has already left and no notification was given prior to the booking of flight but we managed to get another flight from British airways, on Sunday she flew back to cape Town.

I phoned mango refunds on Monday because they said they don't work on weekends

Now it been two weeks trying to get hold of mango refunds department, finally I got hold of and I was told that the takes up to 7 working days, following week I phoned again and I was told nothing was processed regarding this reference number and was transfered to someone else and said they can offer me a voucher and I explained that the person I booked for has gone back to cape Town so there's no need for a voucher so she said that the only option they got and I said to her I need my money back, she cut the call after that.

I don't think that a good way to help customers she was rude to me and not helpful, almost a month trying to resolve this

Please help