Exhausting Refund Process

I booked & paid for two tickets using my voyager miles, did an upgrade for my wife & myself. Flights were cancelled during Covid Pandemic. When I contacted SAA I was informed that the tickets would not be lost and would be honoured as soon as SAA would again start the leg to the UK. To date SA does not operate this route. I requested that these tickets be transferred back to my voyager wallet, enabling me to book alternate flights with SAA. On 23/10/2023 Naz Nanabhay refunded my voyager miles, and requested assistance from Sibongile Mtshali for the upgrade refund. Follow up emails were sent to Sibongile on 08/11/2023 and 11/01/2024 - all mails are ignored.