Refund Request

I processed a refund online for my e-ticket on the 27th of December 2019. I then contacted the refunds department to confirm if they had received my refund request and they confirmed that they had received it and that payment would be made within 21 days. No confirmation of this was sent to me via email and I decided to follow up with them last week. I was assisted by a lady called Matshidiso( who refused to provide me with her surname or a call reference) She then said that no refund request was received from me, i provided her with dates of the numerous emails which i had sent to the refunds department and she then changed her story and confirmed that they have received my refund request and that i would receive a reference number for my refund request. I have yet to receive such an email. The staff in the refunds department are *********** and they are also *****. I am very disappointed with this kind if service