Refused to pay Refund

I booked a ticket to travel in March before the lockdown. The flight was cancelled and a process to get a refund was initiated. I was advised to wait for 21 days for the money to reflect in my account. That did not happen, I then sent an email to their refund department and I was advised by Lungile Ngobese that I will not get the refund but they will give me a voucher to use in future. I told her that I do not want the voucher and would like to get my money back as the process was already initiated. She told me that there will be a task team that will deal with the refund issue. Up until today, I have not recieved my money and Lungile is now ignoring my emails. I feel that this is really unfair because they failed to provide the service they should pay back my money.