Refunding frustration

I have purchased a flight ticket on the 18th July on my moms Edgars account, Mango had a problem with the website even though it went through on their site we didn't get any confirmation. On the 19th we tried again and this time I booked a ticket on my account and one on my mom, the one on my moms account declined and when I phone them I spoke to Lewellyn and he said that the booking was done and then he mailed me the confirmation. He said that I should phone the refunds department to get my refund on the ticket that was booked on my account. I did phone them that same morning and they said that I should mail them the claim, which I did and since then I never received any response unless I phoned or mailed them. I phone the 24th to find out about the refund and I spoke to Chantel that first had to search for my mail that was not even open by then. After I spoke to her she rep**** and said that she will report this matter. I then spoke to Cynthia and told her my frustration that no one is getting back to me regarding my refund, she said that she will follow it up and get back to me. I got a mail from the refunds on the 28th saying that my refund was approved but need to send them a copy of the card and statement to go ahead with the refund. On the 30th I have sent them the details without any response. This morning that is the 2nd of August I once again mailed them to find out the progress and now they reply they need the statement with my name and account number as well as my address (this was send already on the 30th of July). This is the most frustrating 10 working days to get my refund that wasn't even my mistake due to the system that was not working and not getting hold of the customer service on the day that I purchased the 1st tickets. Very upsetting customer