Refund still unpaid

What an appalling service. I am absolutely disgusted and in disbelief with these people's service. I am supposed to get my refund between 7-14 working days, it is now day 18 and still nothing. I called them and Buhle Hlazo said she could not help nor transfer me to anyone who can help due to high number of calls. "She is merely there to take messages" as per her. I am very disappointed in them Ra