Bad Service JHB Office

I have app**** for a refund on my return ticket, and I was told to complete the refund request online. Which I did, but being in the USA the refund application went to their head office in Doha. The head office rep**** very promptly informing me to direct it to the JHB Office. It took numerous calls from the US and emails that was never rep**** on. Finally someone rep**** and they've sent me the forms to complete. I returned the completed forms with a copy of my passport. They then informed me it would take 6 to 8 weeks, working days, for the refund. I since then wrote to them again with no luck in receiving a reply. WHAT MUST I DO???