Refund still not received two weeks later

I bought takealot vouchers to the value of R3200 via the Multiply online shop. After numerous tries to buy the item I wanted takealot let me know that it was sold out so I didn't need the vouchers anymore and required a refund. I requested the refund (with all the backing documents) from Momentum on 30 November 2015 and followed up the request on 8 December and 11 December after not receiving the refund but only being told via email \We are currently busy conducting an investigation and will get a service specialist to contact you with an informed answer". To date I still haven't received the refund and a service specialist still hasn't contacted me. <br> Please process the refund immediately"