Withholding refund

We booked flights via Multiply Travel Desk (MTD) - Thandeka Bila was the consultant - on 23 Feb ‘18 to Kenya travel dates being 31 Aug - 5 Sept ‘18.

In July ‘18 we received wonderful news that my wife is pregnant. Unfortunately due to the high risk of malaria in Kenya (Masai Mara) our gynecologist advised that we cancel the trip. (24 July ‘18) We instructed MTD to cancel the flights and we were informed that penalty fees will be app**** (understandably so) and that it can take up to 21 business days for the refund to be paid back.

On 23 Aug ‘18 I followed up with Thandeka from MTD as we had not yet received our refund too which she rep**** that MTD had not yet received the refund from SAA. 2 weeks later I phoned again to find out if Thandeka had heard anything - she informed me that the total refund amount was going to be around R3400. I questioned why it was so low and Thandeka explained about the penalty fees which I had an issue with as it is only a quarter of the amount paid and she had the audacity to say pregnancy is not a disease ?

By middle Sept ‘18 we had not received or heard anything from MTD so we escalated the matter. Fortunately this helped as the amount of the refund was corrected and on 19 Sept ‘18 we were asked if Multiply could proceed with the refund to which we agreed. We received a mail (19 Sept ‘18) stating that they will inform us of when the refund has been received - we have not received any feedback/refund from Multiply (I think this is more than 21 business days by now ?).

I have in the interim moved my STI from Momentum to another insurer and seriously considering in the new year to move all my other Momentum products as this is appalling.

I patiently await your feedback (hopefully not 2.5 months).