Non adherence to their Refund Policy and invoilation to CPA refund policy

I initiated a refund request on 22nd December. Their refund policy clear states they will process refund in 14days. Upon sending a written request I did state via whatsapp to Lesego that there's a difference between days and business days as she was saying they will process it but is exclude weekends of which is not clearly stated on their policy. Upon following up on the refund and requesting that my email be flag to the relevant person. Lesego took it upon herself to engage in the chats and respond, resulting at her being rude and disrespectful when I point out what the policy clear states. Here's is one of her responses; "Girl sit down,giving you a run around ngo R2800 ungazongi dakela mina.Go back to our previous message way before told you plenty of times we are closing for holidays.Since wena uyi owner yase Panda Petals tell me the rules that i wasn’t aware of mxxm ungazongi hlanyela mina.You writing a whole bunch of nonsense.So when you done making noise you will relax and wait for the company to open and i will make sure the refund sales department proceed with your payments.For now don’t bring your stresses and try to ruin my great day,its always these customers of 2 cents who make so much noise,at the end of the day you will wait just like any other customers.Ayibo umuntu wangi rasela as if ngine company mina. Thank you". Here last one, "Which other contacts do you need from me sufuna ngikunikeze ama contacts ka Jeso?Problem with you customers you think you can walk over our heads and do as you please,aiyyy ke not with me.Take your attitude elsewhere if you’re ready for my assistance you won’t tell me what to do,or threaten me or tell me im giving you run arounds."