Refund not returned. MSC worst customer service!

Worst customer service I have ever experienced. After back and forth with date changes due to Covid we decided to cancel our trip. MSC Cruises supp**** us with cancellation documents to complete and told us that we would receive the refund within 120 days. I double checked that all my documents had been received via email and followed up with a phone call. I was assured all was in order. Well it's been over 120 days and still no refund. Having just phoned MSC, Palesa (the call operator) says she can't see that the cancellation was processed therefore she will now escalated the issue. She says the original person who dealt with our cancellation, Zondi Zwelibanzi, isn't at work today and her leader Clio is in meetings for the rest of the day. I find this hard to believe and feel completely ignored by the company.