QANTAS not prcessing my cancellation and payback

Hi - I have booked some return tickets for 4 people in March - One way were used and returns were cancelled on 19 June speaking to Nollie in SA. Two days later called and spoke to Simone who confirmed they were not cancelled on system. She submitted cancelation request and \keep alive"tickets until 21 Sept as that apparently is the way they do it. Since then I was told by Rose that it takes 28 working day to refund. It has now been much more than 28 working days"