Refund not processed

I booked a ticket for my parents from Durban to Johannesburg on Friday ( Saturday flight). I paid using the SID facility. My Bank was debited for the amount, but the Mango online system said that the transaction had failed. After having no joy with calling Mango 5 times during the day, I called at 16h00 and spoke to a person by the name of Oscar. He told me that I need to pay again, as there is nothing he can do and that IT have left for the day, and that the 1st payment will be refunded.<br> I paid again, as I did not want my elderly parents to have an issues at the Airport. <br> I subsequently called on Monday to process my refund. I spoke to a person by the name of Tshidi. She told me to send the proof of payment to [Email Removed] I did that yesterday morning. I have not heard a single thing back from Mango. I mailed back today asking for an update. I tried calling 4 times today. There is no one taking the calls !!!!! What is going on here ?